id	sid	tid	token	lemma	pos
ajceb-4172	1	1	construction	construction	NOUN
ajceb-4172	1	2	economics	economic	NOUN
ajceb-4172	1	3	and	and	CCONJ
ajceb-4172	1	4	building	building	NOUN
ajceb-4172	1	5	,	,	PUNCT
ajceb-4172	1	6	15(1	15(1	NUM
ajceb-4172	1	7	)	)	PUNCT
ajceb-4172	1	8	,	,	PUNCT
ajceb-4172	1	9	19	19	NUM
ajceb-4172	1	10	-	-	SYM
ajceb-4172	1	11	42	42	NUM
ajceb-4172	1	12	copyright	copyright	NOUN
ajceb-4172	1	13	:	:	PUNCT
ajceb-4172	1	14	construction	construction	NOUN
ajceb-4172	1	15	economics	economic	NOUN
ajceb-4172	1	16	and	and	CCONJ
ajceb-4172	1	17	building	build	VERB
ajceb-4172	1	18	2015	2015	NUM
ajceb-4172	1	19	.	.	PUNCT
ajceb-4172	2	1	©	©	PROPN
ajceb-4172	2	2	2015	2015	NUM
ajceb-4172	2	3	perry	perry	PROPN
ajceb-4172	2	4	forsythe	forsythe	PROPN
ajceb-4172	2	5	.	.	PUNCT
ajceb-4172	3	1	this	this	PRON
ajceb-4172	3	2	is	be	AUX
ajceb-4172	3	3	an	an	DET
ajceb-4172	3	4	open	open	ADJ
ajceb-4172	3	5	access	access	NOUN
ajceb-4172	3	6	article	article	NOUN
ajceb-4172	3	7	distributed	distribute	VERB
ajceb-4172	3	8	under	under	ADP
ajceb-4172	3	9	the	the	DET
ajceb-4172	3	10	terms	term	NOUN
ajceb-4172	3	11	of	of	ADP
ajceb-4172	3	12	the	the	DET
ajceb-4172	3	13	creative	creative	ADJ
ajceb-4172	3	14	commons	common	NOUN
ajceb-4172	3	15	attribution	attribution	NOUN
ajceb-4172	3	16	4.0	4.0	NUM
ajceb-4172	3	17	unported	unported	ADJ
ajceb-4172	3	18	(	(	PUNCT
ajceb-4172	3	19	cc	cc	NOUN
ajceb-4172	3	20	by	by	ADP
ajceb-4172	3	21	4.0	4.0	NUM
ajceb-4172	3	22	)	)	PUNCT
ajceb-4172	3	23	license	license	NOUN
ajceb-4172	3	24	(	(	PUNCT
ajceb-4172	3	25	https://creativecommons.org/licenses/by/4.0/	https://creativecommons.org/licenses/by/4.0/	PROPN
ajceb-4172	3	26	)	)	PUNCT
ajceb-4172	3	27	,	,	PUNCT
ajceb-4172	3	28	allowing	allow	VERB
ajceb-4172	3	29	third	third	ADJ
ajceb-4172	3	30	parties	party	NOUN
ajceb-4172	3	31	to	to	PART
ajceb-4172	3	32	copy	copy	VERB
ajceb-4172	3	33	and	and	CCONJ
ajceb-4172	3	34	redistribute	redistribute	VERB
ajceb-4172	3	35	the	the	DET
ajceb-4172	3	36	material	material	NOUN
ajceb-4172	3	37	in	in	ADP
ajceb-4172	3	38	any	any	DET
ajceb-4172	3	39	medium	medium	ADJ
ajceb-4172	3	40	or	or	CCONJ
ajceb-4172	3	41	format	format	NOUN
ajceb-4172	3	42	and	and	CCONJ
ajceb-4172	3	43	to	to	ADP
ajceb-4172	3	44	remix	remix	NOUN
ajceb-4172	3	45	,	,	PUNCT
ajceb-4172	3	46	transform	transform	NOUN
ajceb-4172	3	47	,	,	PUNCT
ajceb-4172	3	48	and	and	CCONJ
ajceb-4172	3	49	build	build	VERB
ajceb-4172	3	50	upon	upon	SCONJ
ajceb-4172	3	51	the	the	DET
ajceb-4172	3	52	material	material	NOUN
ajceb-4172	3	53	for	for	ADP
ajceb-4172	3	54	any	any	DET
ajceb-4172	3	55	purpose	purpose	NOUN
ajceb-4172	3	56	,	,	PUNCT
ajceb-4172	3	57	even	even	ADV
ajceb-4172	3	58	commercially	commercially	ADV
ajceb-4172	3	59	,	,	PUNCT
ajceb-4172	3	60	provided	provide	VERB
ajceb-4172	3	61	the	the	DET
ajceb-4172	3	62	original	original	ADJ
ajceb-4172	3	63	work	work	NOUN
ajceb-4172	3	64	is	be	AUX
ajceb-4172	3	65	properly	properly	ADV
ajceb-4172	3	66	cited	cite	VERB
ajceb-4172	3	67	and	and	CCONJ
ajceb-4172	3	68	states	state	VERB
ajceb-4172	3	69	its	its	PRON
ajceb-4172	3	70	license	license	NOUN
ajceb-4172	3	71	.	.	PUNCT
ajceb-4172	4	1	citation	citation	NOUN
ajceb-4172	4	2	:	:	PUNCT
ajceb-4172	5	1	forsythe	forsythe	PROPN
ajceb-4172	5	2	,	,	PUNCT
ajceb-4172	5	3	p.	p.	NOUN
ajceb-4172	5	4	,	,	PUNCT
ajceb-4172	5	5	2015	2015	NUM
ajceb-4172	5	6	.	.	PUNCT
ajceb-4172	6	1	monitoring	monitor	VERB
ajceb-4172	6	2	customer	customer	NOUN
ajceb-4172	6	3	perceived	perceive	VERB
ajceb-4172	6	4	service	service	NOUN
ajceb-4172	6	5	quality	quality	NOUN
ajceb-4172	6	6	and	and	CCONJ
ajceb-4172	6	7	satisfaction	satisfaction	NOUN
ajceb-4172	6	8	during	during	ADP
ajceb-4172	6	9	the	the	DET
ajceb-4172	6	10	construction	construction	NOUN
ajceb-4172	6	11	process	process	NOUN
ajceb-4172	6	12	.	.	PUNCT
ajceb-4172	7	1	construction	construction	NOUN
ajceb-4172	7	2	economics	economic	NOUN
ajceb-4172	7	3	and	and	CCONJ
ajceb-4172	7	4	building	building	NOUN
ajceb-4172	7	5	,	,	PUNCT
ajceb-4172	7	6	15(1	15(1	NUM
ajceb-4172	7	7	)	)	PUNCT
ajceb-4172	7	8	,	,	PUNCT
ajceb-4172	7	9	19	19	NUM
ajceb-4172	7	10	-	-	SYM
ajceb-4172	7	11	42	42	NUM
ajceb-4172	7	12	.	.	PUNCT
ajceb-4172	8	1	doi	doi	NOUN
ajceb-4172	8	2	:	:	PUNCT
ajceb-4172	8	3	http://dx.doi.org/10.5130/ajceb.v15i1.4172	http://dx.doi.org/10.5130/ajceb.v15i1.4172	NOUN
ajceb-4172	8	4	corresponding	corresponding	ADJ
ajceb-4172	8	5	author	author	NOUN
ajceb-4172	8	6	:	:	PUNCT
ajceb-4172	8	7	perry	perry	PROPN
ajceb-4172	8	8	forsythe	forsythe	PROPN
ajceb-4172	8	9	;	;	PUNCT
ajceb-4172	8	10	email	email	NOUN
ajceb-4172	8	11	perry.forsythe@uts.edu.au	perry.forsythe@uts.edu.au	PROPN
ajceb-4172	8	12	publisher	publisher	NOUN
ajceb-4172	8	13	:	:	PUNCT
ajceb-4172	8	14	university	university	NOUN
ajceb-4172	8	15	of	of	ADP
ajceb-4172	8	16	technology	technology	PROPN
ajceb-4172	8	17	sydney	sydney	PROPN
ajceb-4172	8	18	(	(	PUNCT
ajceb-4172	8	19	uts	uts	PROPN
ajceb-4172	8	20	)	)	PUNCT
ajceb-4172	8	21	epress	epress	ADJ
ajceb-4172	8	22	monitoring	monitoring	NOUN
ajceb-4172	8	23	customer	customer	NOUN
ajceb-4172	8	24	perceived	perceive	VERB
ajceb-4172	8	25	service	service	NOUN
ajceb-4172	8	26	quality	quality	NOUN
ajceb-4172	8	27	and	and	CCONJ
ajceb-4172	8	28	satisfaction	satisfaction	NOUN
ajceb-4172	8	29	during	during	ADP
ajceb-4172	8	30	the	the	DET
ajceb-4172	8	31	construction	construction	NOUN
ajceb-4172	8	32	process	process	NOUN
ajceb-4172	8	33	perry	perry	PROPN
ajceb-4172	8	34	forsythe	forsythe	PROPN
ajceb-4172	8	35	school	school	PROPN
ajceb-4172	8	36	of	of	ADP
ajceb-4172	8	37	the	the	DET
ajceb-4172	8	38	built	build	VERB
ajceb-4172	8	39	environment	environment	NOUN
ajceb-4172	8	40	,	,	PUNCT
ajceb-4172	8	41	university	university	NOUN
ajceb-4172	8	42	of	of	ADP
ajceb-4172	8	43	technology	technology	PROPN
ajceb-4172	8	44	sydney	sydney	PROPN
ajceb-4172	8	45	,	,	PUNCT
ajceb-4172	8	46	australia	australia	PROPN
ajceb-4172	8	47	abstract	abstract	ADJ
ajceb-4172	8	48	service	service	NOUN
ajceb-4172	8	49	quality	quality	NOUN
ajceb-4172	8	50	has	have	AUX
ajceb-4172	8	51	been	be	AUX
ajceb-4172	8	52	studied	study	VERB
ajceb-4172	8	53	across	across	ADP
ajceb-4172	8	54	many	many	ADJ
ajceb-4172	8	55	construction	construction	NOUN
ajceb-4172	8	56	related	relate	VERB
ajceb-4172	8	57	disciplines	discipline	NOUN
ajceb-4172	8	58	but	but	CCONJ
ajceb-4172	8	59	little	little	ADJ
ajceb-4172	8	60	has	have	AUX
ajceb-4172	8	61	been	be	AUX
ajceb-4172	8	62	done	do	VERB
ajceb-4172	8	63	concerning	concern	VERB
ajceb-4172	8	64	how	how	SCONJ
ajceb-4172	8	65	it	it	PRON
ajceb-4172	8	66	effects	effect	VERB
ajceb-4172	8	67	customer	customer	NOUN
ajceb-4172	8	68	satisfaction	satisfaction	NOUN
ajceb-4172	8	69	during	during	ADP
ajceb-4172	8	70	the	the	DET
ajceb-4172	8	71	day	day	NOUN
ajceb-4172	8	72	-	-	PUNCT
ajceb-4172	8	73	to	to	ADP
ajceb-4172	8	74	-	-	PUNCT
ajceb-4172	8	75	day	day	NOUN
ajceb-4172	8	76	dynamics	dynamic	NOUN
ajceb-4172	8	77	of	of	ADP
ajceb-4172	8	78	onsite	onsite	ADJ
ajceb-4172	8	79	construction	construction	NOUN
ajceb-4172	8	80	services	service	NOUN
ajceb-4172	8	81	.	.	PUNCT
ajceb-4172	9	1	the	the	DET
ajceb-4172	9	2	research	research	NOUN
ajceb-4172	9	3	explores	explore	VERB
ajceb-4172	9	4	this	this	DET
ajceb-4172	9	5	setting	setting	NOUN
ajceb-4172	9	6	in	in	ADP
ajceb-4172	9	7	australian	australian	ADJ
ajceb-4172	9	8	housing	housing	NOUN
ajceb-4172	9	9	construction	construction	NOUN
ajceb-4172	9	10	projects	project	NOUN
ajceb-4172	9	11	.	.	PUNCT
ajceb-4172	10	1	a	a	DET
ajceb-4172	10	2	highly	highly	ADV
ajceb-4172	10	3	detailed	detailed	ADJ
ajceb-4172	10	4	single	single	ADJ
ajceb-4172	10	5	case	case	NOUN
ajceb-4172	10	6	study	study	NOUN
ajceb-4172	10	7	methodology	methodology	NOUN
ajceb-4172	10	8	was	be	AUX
ajceb-4172	10	9	used	use	VERB
ajceb-4172	10	10	with	with	ADP
ajceb-4172	10	11	a	a	DET
ajceb-4172	10	12	view	view	NOUN
ajceb-4172	10	13	to	to	ADP
ajceb-4172	10	14	facilitating	facilitate	VERB
ajceb-4172	10	15	theory	theory	NOUN
ajceb-4172	10	16	development	development	NOUN
ajceb-4172	10	17	for	for	ADP
ajceb-4172	10	18	a	a	DET
ajceb-4172	10	19	targeted	target	VERB
ajceb-4172	10	20	customer	customer	NOUN
ajceb-4172	10	21	type	type	NOUN
ajceb-4172	10	22	displaying	display	VERB
ajceb-4172	10	23	service	service	NOUN
ajceb-4172	10	24	quality	quality	NOUN
ajceb-4172	10	25	oriented	orient	VERB
ajceb-4172	10	26	expectations	expectation	NOUN
ajceb-4172	10	27	,	,	PUNCT
ajceb-4172	10	28	high	high	ADJ
ajceb-4172	10	29	involvement	involvement	NOUN
ajceb-4172	10	30	,	,	PUNCT
ajceb-4172	10	31	but	but	CCONJ
ajceb-4172	10	32	low	low	ADJ
ajceb-4172	10	33	construction	construction	NOUN
ajceb-4172	10	34	experience	experience	NOUN
ajceb-4172	10	35	.	.	PUNCT
ajceb-4172	11	1	gaps	gap	NOUN
ajceb-4172	11	2	scores	score	NOUN
ajceb-4172	11	3	for	for	ADP
ajceb-4172	11	4	perceived	perceive	VERB
ajceb-4172	11	5	service	service	NOUN
ajceb-4172	11	6	quality	quality	NOUN
ajceb-4172	11	7	and	and	CCONJ
ajceb-4172	11	8	customer	customer	NOUN
ajceb-4172	11	9	satisfaction	satisfaction	NOUN
ajceb-4172	11	10	were	be	AUX
ajceb-4172	11	11	systematically	systematically	ADV
ajceb-4172	11	12	monitored	monitor	VERB
ajceb-4172	11	13	during	during	ADP
ajceb-4172	11	14	construction	construction	NOUN
ajceb-4172	11	15	.	.	PUNCT
ajceb-4172	12	1	concurrently	concurrently	ADV
ajceb-4172	12	2	,	,	PUNCT
ajceb-4172	12	3	interviews	interview	NOUN
ajceb-4172	12	4	were	be	AUX
ajceb-4172	12	5	used	use	VERB
ajceb-4172	12	6	to	to	PART
ajceb-4172	12	7	obtain	obtain	VERB
ajceb-4172	12	8	incident	incident	NOUN
ajceb-4172	12	9	data	datum	NOUN
ajceb-4172	12	10	linked	link	VERB
ajceb-4172	12	11	to	to	ADP
ajceb-4172	12	12	the	the	DET
ajceb-4172	12	13	scoring	scoring	NOUN
ajceb-4172	12	14	data	datum	NOUN
ajceb-4172	12	15	.	.	PUNCT
ajceb-4172	13	1	it	it	PRON
ajceb-4172	13	2	was	be	AUX
ajceb-4172	13	3	found	find	VERB
ajceb-4172	13	4	that	that	SCONJ
ajceb-4172	13	5	service	service	NOUN
ajceb-4172	13	6	incidents	incident	NOUN
ajceb-4172	13	7	,	,	PUNCT
ajceb-4172	13	8	service	service	NOUN
ajceb-4172	13	9	quality	quality	NOUN
ajceb-4172	13	10	and	and	CCONJ
ajceb-4172	13	11	customer	customer	NOUN
ajceb-4172	13	12	satisfaction	satisfaction	NOUN
ajceb-4172	13	13	were	be	AUX
ajceb-4172	13	14	linked	link	VERB
ajceb-4172	13	15	at	at	ADP
ajceb-4172	13	16	each	each	DET
ajceb-4172	13	17	stage	stage	NOUN
ajceb-4172	13	18	of	of	ADP
ajceb-4172	13	19	construction	construction	NOUN
ajceb-4172	13	20	.	.	PUNCT
ajceb-4172	14	1	related	related	ADJ
ajceb-4172	14	2	aspects	aspect	NOUN
ajceb-4172	14	3	included	include	VERB
ajceb-4172	14	4	the	the	DET
ajceb-4172	14	5	ratio	ratio	NOUN
ajceb-4172	14	6	between	between	ADP
ajceb-4172	14	7	positive	positive	ADJ
ajceb-4172	14	8	and	and	CCONJ
ajceb-4172	14	9	negative	negative	ADJ
ajceb-4172	14	10	incidents	incident	NOUN
ajceb-4172	14	11	;	;	PUNCT
ajceb-4172	14	12	a	a	DET
ajceb-4172	14	13	saturation	saturation	NOUN
ajceb-4172	14	14	point	point	NOUN
ajceb-4172	14	15	regarding	regard	VERB
ajceb-4172	14	16	negative	negative	ADJ
ajceb-4172	14	17	incidents	incident	NOUN
ajceb-4172	14	18	;	;	PUNCT
ajceb-4172	14	19	and	and	CCONJ
ajceb-4172	14	20	an	an	DET
ajceb-4172	14	21	end	end	NOUN
ajceb-4172	14	22	of	of	ADP
ajceb-4172	14	23	process	process	NOUN
ajceb-4172	14	24	/	/	SYM
ajceb-4172	14	25	product	product	NOUN
ajceb-4172	14	26	realisation	realisation	NOUN
ajceb-4172	14	27	factor	factor	NOUN
ajceb-4172	14	28	.	.	PUNCT
ajceb-4172	15	1	the	the	DET
ajceb-4172	15	2	importance	importance	NOUN
ajceb-4172	15	3	of	of	ADP
ajceb-4172	15	4	identifying	identify	VERB
ajceb-4172	15	5	active	active	ADJ
ajceb-4172	15	6	service	service	NOUN
ajceb-4172	15	7	quality	quality	NOUN
ajceb-4172	15	8	dimensions	dimension	NOUN
ajceb-4172	15	9	during	during	ADP
ajceb-4172	15	10	construction	construction	NOUN
ajceb-4172	15	11	was	be	AUX
ajceb-4172	15	12	identified	identify	VERB
ajceb-4172	15	13	(	(	PUNCT
ajceb-4172	15	14	especially	especially	ADV
ajceb-4172	15	15	reliability	reliability	NOUN
ajceb-4172	15	16	and	and	CCONJ
ajceb-4172	15	17	care	care	NOUN
ajceb-4172	15	18	in	in	ADP
ajceb-4172	15	19	execution	execution	NOUN
ajceb-4172	15	20	of	of	ADP
ajceb-4172	15	21	work	work	NOUN
ajceb-4172	15	22	)	)	PUNCT
ajceb-4172	15	23	.	.	PUNCT
ajceb-4172	16	1	an	an	DET
ajceb-4172	16	2	incident	incident	NOUN
ajceb-4172	16	3	coding	code	VERB
ajceb-4172	16	4	structure	structure	NOUN
ajceb-4172	16	5	was	be	AUX
ajceb-4172	16	6	developed	develop	VERB
ajceb-4172	16	7	whereby	whereby	ADV
ajceb-4172	16	8	frequently	frequently	ADV
ajceb-4172	16	9	recurring	recur	VERB
ajceb-4172	16	10	incident	incident	NOUN
ajceb-4172	16	11	features	feature	NOUN
ajceb-4172	16	12	included	include	VERB
ajceb-4172	16	13	spontaneous	spontaneous	ADJ
ajceb-4172	16	14	situations	situation	NOUN
ajceb-4172	16	15	,	,	PUNCT
ajceb-4172	16	16	site	site	NOUN
ajceb-4172	16	17	observations	observation	NOUN
ajceb-4172	16	18	,	,	PUNCT
ajceb-4172	16	19	personal	personal	ADJ
ajceb-4172	16	20	interaction	interaction	NOUN
ajceb-4172	16	21	,	,	PUNCT
ajceb-4172	16	22	subcontractor	subcontractor	NOUN
ajceb-4172	16	23	involvement	involvement	NOUN
ajceb-4172	16	24	,	,	PUNCT
ajceb-4172	16	25	progressive	progressive	ADJ
ajceb-4172	16	26	product	product	NOUN
ajceb-4172	16	27	quality	quality	NOUN
ajceb-4172	16	28	,	,	PUNCT
ajceb-4172	16	29	progressive	progressive	ADJ
ajceb-4172	16	30	construction	construction	NOUN
ajceb-4172	16	31	activity	activity	NOUN
ajceb-4172	16	32	and	and	CCONJ
ajceb-4172	16	33	defensive	defensive	ADJ
ajceb-4172	16	34	customer	customer	NOUN
ajceb-4172	16	35	action	action	NOUN
ajceb-4172	16	36	.	.	PUNCT
ajceb-4172	17	1	the	the	DET
ajceb-4172	17	2	research	research	NOUN
ajceb-4172	17	3	recommends	recommend	VERB
ajceb-4172	17	4	that	that	SCONJ
ajceb-4172	17	5	construction	construction	NOUN
ajceb-4172	17	6	contractors	contractor	NOUN
ajceb-4172	17	7	aim	aim	VERB
ajceb-4172	17	8	to	to	PART
ajceb-4172	17	9	control	control	VERB
ajceb-4172	17	10	the	the	DET
ajceb-4172	17	11	above	above	ADJ
ajceb-4172	17	12	features	feature	NOUN
ajceb-4172	17	13	by	by	ADP
ajceb-4172	17	14	creating	create	VERB
ajceb-4172	17	15	orchestrated	orchestrated	ADJ
ajceb-4172	17	16	incidents	incident	NOUN
ajceb-4172	17	17	and	and	CCONJ
ajceb-4172	17	18	controlling	control	VERB
ajceb-4172	17	19	exposure	exposure	NOUN
ajceb-4172	17	20	to	to	ADP
ajceb-4172	17	21	perceptions	perception	NOUN
ajceb-4172	17	22	via	via	ADP
ajceb-4172	17	23	fast	fast	ADJ
ajceb-4172	17	24	and	and	CCONJ
ajceb-4172	17	25	seamless	seamless	ADJ
ajceb-4172	17	26	onsite	onsite	ADJ
ajceb-4172	17	27	construction	construction	NOUN
ajceb-4172	17	28	.	.	PUNCT
ajceb-4172	18	1	keywords	keyword	NOUN
ajceb-4172	18	2	:	:	PUNCT
ajceb-4172	18	3	customer	customer	NOUN
ajceb-4172	18	4	satisfaction	satisfaction	NOUN
ajceb-4172	18	5	,	,	PUNCT
ajceb-4172	18	6	customer	customer	NOUN
ajceb-4172	18	7	behaviour	behaviour	NOUN
ajceb-4172	18	8	,	,	PUNCT
ajceb-4172	18	9	house	house	NOUN
ajceb-4172	18	10	building	building	NOUN
ajceb-4172	18	11	,	,	PUNCT
ajceb-4172	18	12	service	service	NOUN
ajceb-4172	18	13	quality	quality	NOUN
ajceb-4172	18	14	,	,	PUNCT
ajceb-4172	18	15	construction	construction	NOUN
ajceb-4172	18	16	process	process	NOUN
ajceb-4172	18	17	paper	paper	NOUN
ajceb-4172	18	18	type	type	NOUN
ajceb-4172	18	19	:	:	PUNCT
ajceb-4172	18	20	research	research	NOUN
ajceb-4172	18	21	article	article	NOUN
ajceb-4172	18	22	introduction	introduction	NOUN
ajceb-4172	18	23	quality	quality	NOUN
ajceb-4172	18	24	has	have	AUX
ajceb-4172	18	25	been	be	AUX
ajceb-4172	18	26	at	at	ADP
ajceb-4172	18	27	the	the	DET
ajceb-4172	18	28	heart	heart	NOUN
ajceb-4172	18	29	of	of	ADP
ajceb-4172	18	30	debate	debate	NOUN
ajceb-4172	18	31	about	about	ADP
ajceb-4172	18	32	business	business	NOUN
ajceb-4172	18	33	improvement	improvement	NOUN
ajceb-4172	18	34	for	for	ADP
ajceb-4172	18	35	the	the	DET
ajceb-4172	18	36	last	last	ADJ
ajceb-4172	18	37	80	80	NUM
ajceb-4172	18	38	years	year	NOUN
ajceb-4172	18	39	,	,	PUNCT
ajceb-4172	18	40	including	include	VERB
ajceb-4172	18	41	reference	reference	NOUN
ajceb-4172	18	42	points	point	NOUN
ajceb-4172	18	43	such	such	ADJ
ajceb-4172	18	44	as	as	ADP
ajceb-4172	18	45	shewhart	shewhart	NOUN
ajceb-4172	18	46	(	(	PUNCT
ajceb-4172	18	47	1931	1931	NUM
ajceb-4172	18	48	)	)	PUNCT
ajceb-4172	18	49	,	,	PUNCT
ajceb-4172	18	50	feigenbaum	feigenbaum	NOUN
ajceb-4172	18	51	(	(	PUNCT
ajceb-4172	18	52	1983	1983	NUM
ajceb-4172	18	53	)	)	PUNCT
ajceb-4172	18	54	,	,	PUNCT
ajceb-4172	18	55	crosby	crosby	PROPN
ajceb-4172	18	56	(	(	PUNCT
ajceb-4172	18	57	1984	1984	NUM
ajceb-4172	18	58	)	)	PUNCT
ajceb-4172	18	59	,	,	PUNCT
ajceb-4172	18	60	juran	juran	NOUN
ajceb-4172	18	61	(	(	PUNCT
ajceb-4172	18	62	1988	1988	NUM
ajceb-4172	18	63	)	)	PUNCT
ajceb-4172	18	64	,	,	PUNCT
ajceb-4172	18	65	deming	deming	PROPN
ajceb-4172	18	66	(	(	PUNCT
ajceb-4172	18	67	1982	1982	NUM
ajceb-4172	18	68	)	)	PUNCT
ajceb-4172	18	69	,	,	PUNCT
ajceb-4172	18	70	taguchi	taguchi	PROPN
ajceb-4172	18	71	(	(	PUNCT
ajceb-4172	18	72	1986	1986	NUM
ajceb-4172	18	73	)	)	PUNCT
ajceb-4172	18	74	,	,	PUNCT
ajceb-4172	18	75	womack	womack	PROPN
ajceb-4172	18	76	,	,	PUNCT
ajceb-4172	18	77	jones	jones	PROPN
ajceb-4172	18	78	and	and	CCONJ
ajceb-4172	18	79	roos	roo	NOUN
ajceb-4172	18	80	(	(	PUNCT
ajceb-4172	18	81	2008	2008	NUM
ajceb-4172	18	82	)	)	PUNCT
ajceb-4172	18	83	,	,	PUNCT
ajceb-4172	18	84	iso	iso	NOUN
ajceb-4172	18	85	9000	9000	NUM
ajceb-4172	18	86	(	(	PUNCT
ajceb-4172	18	87	2008	2008	NUM
ajceb-4172	18	88	)	)	PUNCT
ajceb-4172	18	89	and	and	CCONJ
ajceb-4172	18	90	the	the	DET
ajceb-4172	18	91	implementation	implementation	NOUN
ajceb-4172	18	92	of	of	ADP
ajceb-4172	18	93	six	six	NUM
ajceb-4172	18	94	sigma	sigma	NOUN
ajceb-4172	18	95	(	(	PUNCT
ajceb-4172	18	96	walter	walter	PROPN
ajceb-4172	18	97	,	,	PUNCT
ajceb-4172	18	98	2005	2005	NUM
ajceb-4172	18	99	)	)	PUNCT
ajceb-4172	18	100	.	.	PUNCT
ajceb-4172	19	1	over	over	ADP
ajceb-4172	19	2	this	this	DET
ajceb-4172	19	3	period	period	NOUN
ajceb-4172	19	4	,	,	PUNCT
ajceb-4172	19	5	the	the	DET
ajceb-4172	19	6	tone	tone	NOUN
ajceb-4172	19	7	of	of	ADP
ajceb-4172	19	8	the	the	DET
ajceb-4172	19	9	debate	debate	NOUN
ajceb-4172	19	10	has	have	AUX
ajceb-4172	19	11	gradually	gradually	ADV
ajceb-4172	19	12	shifted	shift	VERB
ajceb-4172	19	13	from	from	ADP
ajceb-4172	19	14	a	a	DET
ajceb-4172	19	15	predominantly	predominantly	ADV
ajceb-4172	19	16	supply	supply	NOUN
ajceb-4172	19	17	-	-	PUNCT
ajceb-4172	19	18	side	side	NOUN
ajceb-4172	19	19	perspective	perspective	NOUN
ajceb-4172	19	20	of	of	ADP
ajceb-4172	19	21	quality	quality	NOUN
ajceb-4172	19	22	,	,	PUNCT
ajceb-4172	19	23	to	to	ADP
ajceb-4172	19	24	one	one	NOUN
ajceb-4172	19	25	that	that	PRON
ajceb-4172	19	26	increasingly	increasingly	ADV
ajceb-4172	19	27	aims	aim	VERB
ajceb-4172	19	28	to	to	PART
ajceb-4172	19	29	deliver	deliver	VERB
ajceb-4172	19	30	customer	customer	NOUN
ajceb-4172	19	31	value	value	NOUN
ajceb-4172	19	32	and	and	CCONJ
ajceb-4172	19	33	satisfaction	satisfaction	NOUN
ajceb-4172	19	34	.	.	PUNCT
ajceb-4172	20	1	this	this	PRON
ajceb-4172	20	2	is	be	AUX
ajceb-4172	20	3	largely	largely	ADV
ajceb-4172	20	4	because	because	SCONJ
ajceb-4172	20	5	quality	quality	NOUN
ajceb-4172	20	6	is	be	AUX
ajceb-4172	20	7	seen	see	VERB
ajceb-4172	20	8	as	as	ADP
ajceb-4172	20	9	a	a	DET
ajceb-4172	20	10	significant	significant	ADJ
ajceb-4172	20	11	contributor	contributor	NOUN
ajceb-4172	20	12	to	to	ADP
ajceb-4172	20	13	business	business	NOUN
ajceb-4172	20	14	success	success	NOUN
ajceb-4172	20	15	by	by	ADP
ajceb-4172	20	16	increasing	increase	VERB
ajceb-4172	20	17	market	market	NOUN
ajceb-4172	20	18	share	share	NOUN
ajceb-4172	20	19	,	,	PUNCT
ajceb-4172	20	20	profits	profit	NOUN
ajceb-4172	20	21	and	and	CCONJ
ajceb-4172	20	22	customer	customer	NOUN
ajceb-4172	20	23	equity	equity	NOUN
ajceb-4172	20	24	(	(	PUNCT
ajceb-4172	20	25	kotler	kotler	PROPN
ajceb-4172	20	26	and	and	CCONJ
ajceb-4172	20	27	armstrong	armstrong	PROPN
ajceb-4172	20	28	,	,	PUNCT
ajceb-4172	20	29	2013	2013	NUM
ajceb-4172	20	30	;	;	PUNCT
ajceb-4172	20	31	victor	victor	PROPN
ajceb-4172	20	32	and	and	CCONJ
ajceb-4172	20	33	boynton	boynton	PROPN
ajceb-4172	20	34	,	,	PUNCT
ajceb-4172	20	35	1998	1998	NUM
ajceb-4172	20	36	)	)	PUNCT
ajceb-4172	20	37	.	.	PUNCT
ajceb-4172	21	1	the	the	DET
ajceb-4172	21	2	marketing	marketing	NOUN
ajceb-4172	21	3	discipline	discipline	NOUN
ajceb-4172	21	4	has	have	AUX
ajceb-4172	21	5	especially	especially	ADV
ajceb-4172	21	6	focused	focus	VERB
ajceb-4172	21	7	on	on	ADP
ajceb-4172	21	8	service	service	NOUN
ajceb-4172	21	9	quality	quality	NOUN
ajceb-4172	21	10	because	because	SCONJ
ajceb-4172	21	11	of	of	ADP
ajceb-4172	21	12	the	the	DET
ajceb-4172	21	13	increasing	increase	VERB
ajceb-4172	21	14	scale	scale	NOUN
ajceb-4172	21	15	and	and	CCONJ
ajceb-4172	21	16	importance	importance	NOUN
ajceb-4172	21	17	of	of	ADP
ajceb-4172	21	18	the	the	DET
ajceb-4172	21	19	service	service	NOUN
ajceb-4172	21	20	economy	economy	NOUN
ajceb-4172	21	21	(	(	PUNCT
ajceb-4172	21	22	cravens	craven	NOUN
ajceb-4172	21	23	,	,	PUNCT
ajceb-4172	21	24	et	et	PROPN
ajceb-4172	21	25	al	al	PROPN
ajceb-4172	21	26	.	.	PROPN
ajceb-4172	21	27	,	,	PUNCT
ajceb-4172	21	28	1988	1988	NUM
ajceb-4172	21	29	;	;	PUNCT
ajceb-4172	21	30	wilson	wilson	PROPN
ajceb-4172	21	31	,	,	PUNCT
ajceb-4172	21	32	et	et	PROPN
ajceb-4172	21	33	al	al	PROPN
ajceb-4172	21	34	.	.	PROPN
ajceb-4172	21	35	,	,	PUNCT
ajceb-4172	21	36	2012	2012	NUM
ajceb-4172	21	37	)	)	PUNCT
ajceb-4172	21	38	.	.	PUNCT
ajceb-4172	22	1	value	value	NOUN
ajceb-4172	22	2	is	be	AUX
ajceb-4172	22	3	now	now	ADV
ajceb-4172	22	4	seen	see	VERB
ajceb-4172	22	5	by	by	ADP
ajceb-4172	22	6	customers	customer	NOUN
ajceb-4172	22	7	in	in	ADP
ajceb-4172	22	8	https://creativecommons.org/licenses/by/4.0/	https://creativecommons.org/licenses/by/4.0/	PROPN
ajceb-4172	22	9	http://dx.doi.org/10.5130/ajceb.v15i1.4172	http://dx.doi.org/10.5130/ajceb.v15i1.4172	NOUN
ajceb-4172	22	10	mailto:perry.forsythe@uts.edu.au	mailto:perry.forsythe@uts.edu.au	PROPN
ajceb-4172	22	11	construction	construction	NOUN
ajceb-4172	22	12	economics	economic	NOUN
ajceb-4172	22	13	and	and	CCONJ
ajceb-4172	22	14	building	building	NOUN
ajceb-4172	22	15	,	,	PUNCT
ajceb-4172	22	16	15(1	15(1	NUM
ajceb-4172	22	17	)	)	PUNCT
ajceb-4172	22	18	,	,	PUNCT
ajceb-4172	22	19	19	19	NUM
ajceb-4172	22	20	-	-	SYM
ajceb-4172	22	21	42	42	NUM
ajceb-4172	22	22	forsythe	forsythe	PROPN
ajceb-4172	22	23	20	20	NUM
ajceb-4172	22	24	terms	term	NOUN
ajceb-4172	22	25	of	of	ADP
ajceb-4172	22	26	what	what	PRON
ajceb-4172	22	27	they	they	PRON
ajceb-4172	22	28	get	get	VERB
ajceb-4172	22	29	out	out	ADP
ajceb-4172	22	30	of	of	ADP
ajceb-4172	22	31	services	service	NOUN
ajceb-4172	22	32	,	,	PUNCT
ajceb-4172	22	33	and	and	CCONJ
ajceb-4172	22	34	not	not	PART
ajceb-4172	22	35	just	just	ADV
ajceb-4172	22	36	what	what	PRON
ajceb-4172	22	37	goes	go	VERB
ajceb-4172	22	38	in	in	ADV
ajceb-4172	22	39	–	–	PUNCT
ajceb-4172	22	40	hence	hence	ADV
ajceb-4172	22	41	the	the	DET
ajceb-4172	22	42	importance	importance	NOUN
ajceb-4172	22	43	of	of	ADP
ajceb-4172	22	44	understanding	understand	VERB
ajceb-4172	22	45	customer	customer	NOUN
ajceb-4172	22	46	perceptions	perception	NOUN
ajceb-4172	22	47	(	(	PUNCT
ajceb-4172	22	48	vandermerwe	vandermerwe	NOUN
ajceb-4172	22	49	,	,	PUNCT
ajceb-4172	22	50	1994	1994	NUM
ajceb-4172	22	51	)	)	PUNCT
ajceb-4172	22	52	.	.	PUNCT
ajceb-4172	23	1	vargo	vargo	PROPN
ajceb-4172	23	2	and	and	CCONJ
ajceb-4172	23	3	lusch	lusch	PROPN
ajceb-4172	23	4	(	(	PUNCT
ajceb-4172	23	5	2004	2004	NUM
ajceb-4172	23	6	)	)	PUNCT
ajceb-4172	23	7	have	have	AUX
ajceb-4172	23	8	even	even	ADV
ajceb-4172	23	9	proposed	propose	VERB
ajceb-4172	23	10	a	a	DET
ajceb-4172	23	11	service	service	NOUN
ajceb-4172	23	12	-	-	PUNCT
ajceb-4172	23	13	dominant	dominant	ADJ
ajceb-4172	23	14	logic	logic	NOUN
ajceb-4172	23	15	whereby	whereby	SCONJ
ajceb-4172	23	16	goods	good	NOUN
ajceb-4172	23	17	have	have	AUX
ajceb-4172	23	18	simply	simply	ADV
ajceb-4172	23	19	become	become	VERB
ajceb-4172	23	20	a	a	DET
ajceb-4172	23	21	vehicle	vehicle	NOUN
ajceb-4172	23	22	for	for	ADP
ajceb-4172	23	23	service	service	NOUN
ajceb-4172	23	24	delivery	delivery	NOUN
ajceb-4172	23	25	,	,	PUNCT
ajceb-4172	23	26	targeted	target	VERB
ajceb-4172	23	27	to	to	PART
ajceb-4172	23	28	meet	meet	VERB
ajceb-4172	23	29	customerspecific	customerspecific	ADJ
ajceb-4172	23	30	needs	need	NOUN
ajceb-4172	23	31	.	.	PUNCT
ajceb-4172	24	1	the	the	DET
ajceb-4172	24	2	focus	focus	NOUN
ajceb-4172	24	3	on	on	ADP
ajceb-4172	24	4	customer	customer	NOUN
ajceb-4172	24	5	perceptions	perception	NOUN
ajceb-4172	24	6	stems	stem	VERB
ajceb-4172	24	7	from	from	ADP
ajceb-4172	24	8	behaviour	behaviour	NOUN
ajceb-4172	24	9	theory	theory	NOUN
ajceb-4172	24	10	as	as	ADP
ajceb-4172	24	11	distinct	distinct	ADJ
ajceb-4172	24	12	from	from	ADP
ajceb-4172	24	13	economic	economic	ADJ
ajceb-4172	24	14	theory	theory	NOUN
ajceb-4172	24	15	(	(	PUNCT
ajceb-4172	24	16	engel	engel	PROPN
ajceb-4172	24	17	,	,	PUNCT
ajceb-4172	24	18	blackwell	blackwell	NOUN
ajceb-4172	24	19	and	and	CCONJ
ajceb-4172	24	20	miniard	miniard	NOUN
ajceb-4172	24	21	,	,	PUNCT
ajceb-4172	24	22	1993	1993	NUM
ajceb-4172	24	23	)	)	PUNCT
ajceb-4172	24	24	.	.	PUNCT
ajceb-4172	25	1	for	for	ADP
ajceb-4172	25	2	instance	instance	NOUN
ajceb-4172	25	3	,	,	PUNCT
ajceb-4172	25	4	transaction	transaction	NOUN
ajceb-4172	25	5	economics	economic	NOUN
ajceb-4172	25	6	,	,	PUNCT
ajceb-4172	25	7	principalagent	principalagent	NOUN
ajceb-4172	25	8	theory	theory	NOUN
ajceb-4172	25	9	and	and	CCONJ
ajceb-4172	25	10	information	information	NOUN
ajceb-4172	25	11	asymmetry	asymmetry	NOUN
ajceb-4172	25	12	all	all	DET
ajceb-4172	25	13	revolve	revolve	NOUN
ajceb-4172	25	14	around	around	ADP
ajceb-4172	25	15	explaining	explain	VERB
ajceb-4172	25	16	the	the	DET
ajceb-4172	25	17	structured	structured	ADJ
ajceb-4172	25	18	economic	economic	ADJ
ajceb-4172	25	19	interplay	interplay	NOUN
ajceb-4172	25	20	between	between	ADP
ajceb-4172	25	21	the	the	DET
ajceb-4172	25	22	parties	party	NOUN
ajceb-4172	25	23	directly	directly	ADV
ajceb-4172	25	24	involved	involve	VERB
ajceb-4172	25	25	in	in	ADP
ajceb-4172	25	26	market	market	NOUN
ajceb-4172	25	27	-	-	PUNCT
ajceb-4172	25	28	based	base	VERB
ajceb-4172	25	29	transactions	transaction	NOUN
ajceb-4172	25	30	(	(	PUNCT
ajceb-4172	25	31	jäger	jäger	NOUN
ajceb-4172	25	32	,	,	PUNCT
ajceb-4172	25	33	2008	2008	NUM
ajceb-4172	25	34	;	;	PUNCT
ajceb-4172	25	35	jensen	jensen	PROPN
ajceb-4172	25	36	and	and	CCONJ
ajceb-4172	25	37	meckling	meckling	NOUN
ajceb-4172	25	38	,	,	PUNCT
ajceb-4172	25	39	1979	1979	NUM
ajceb-4172	25	40	)	)	PUNCT
ajceb-4172	25	41	.	.	PUNCT
ajceb-4172	26	1	conversely	conversely	ADV
ajceb-4172	26	2	,	,	PUNCT
ajceb-4172	26	3	the	the	DET
ajceb-4172	26	4	customer	customer	NOUN
ajceb-4172	26	5	-	-	PUNCT
ajceb-4172	26	6	driven	drive	VERB
ajceb-4172	26	7	approach	approach	NOUN
ajceb-4172	26	8	focuses	focus	VERB
ajceb-4172	26	9	more	more	ADJ
ajceb-4172	26	10	on	on	ADP
ajceb-4172	26	11	the	the	DET
ajceb-4172	26	12	emotive	emotive	ADJ
ajceb-4172	26	13	drivers	driver	NOUN
ajceb-4172	26	14	and	and	CCONJ
ajceb-4172	26	15	modes	mode	NOUN
ajceb-4172	26	16	of	of	ADP
ajceb-4172	26	17	decision	decision	NOUN
ajceb-4172	26	18	-	-	PUNCT
ajceb-4172	26	19	making	making	NOUN
ajceb-4172	26	20	that	that	PRON
ajceb-4172	26	21	specifically	specifically	ADV
ajceb-4172	26	22	influence	influence	VERB
ajceb-4172	26	23	individual	individual	ADJ
ajceb-4172	26	24	customer	customer	NOUN
ajceb-4172	26	25	perceptions	perception	NOUN
ajceb-4172	26	26	.	.	PUNCT
ajceb-4172	27	1	consequently	consequently	ADV
ajceb-4172	27	2	,	,	PUNCT
ajceb-4172	27	3	methodological	methodological	ADJ
ajceb-4172	27	4	issues	issue	NOUN
ajceb-4172	27	5	are	be	AUX
ajceb-4172	27	6	dealt	deal	VERB
ajceb-4172	27	7	with	with	ADP
ajceb-4172	27	8	via	via	ADP
ajceb-4172	27	9	behaviour	behaviour	NOUN
ajceb-4172	27	10	-	-	PUNCT
ajceb-4172	27	11	based	base	VERB
ajceb-4172	27	12	theories	theory	NOUN
ajceb-4172	27	13	that	that	PRON
ajceb-4172	27	14	try	try	VERB
ajceb-4172	27	15	to	to	PART
ajceb-4172	27	16	understand	understand	VERB
ajceb-4172	27	17	how	how	SCONJ
ajceb-4172	27	18	customers	customer	NOUN
ajceb-4172	27	19	make	make	VERB
ajceb-4172	27	20	decisions	decision	NOUN
ajceb-4172	27	21	in	in	ADP
ajceb-4172	27	22	certain	certain	ADJ
ajceb-4172	27	23	buying	buying	NOUN
ajceb-4172	27	24	situations	situation	NOUN
ajceb-4172	27	25	and	and	CCONJ
ajceb-4172	27	26	how	how	SCONJ
ajceb-4172	27	27	these	these	DET
ajceb-4172	27	28	decisions	decision	NOUN
ajceb-4172	27	29	are	be	AUX
ajceb-4172	27	30	later	later	ADV
ajceb-4172	27	31	evaluated	evaluate	VERB
ajceb-4172	27	32	(	(	PUNCT
ajceb-4172	27	33	foxall	foxall	ADJ
ajceb-4172	27	34	,	,	PUNCT
ajceb-4172	27	35	1990	1990	NUM
ajceb-4172	27	36	)	)	PUNCT
ajceb-4172	27	37	.	.	PUNCT
ajceb-4172	28	1	comprehensive	comprehensive	ADJ
ajceb-4172	28	2	theories	theory	NOUN
ajceb-4172	28	3	of	of	ADP
ajceb-4172	28	4	customer	customer	NOUN
ajceb-4172	28	5	behaviour	behaviour	NOUN
ajceb-4172	28	6	began	begin	VERB
ajceb-4172	28	7	to	to	PART
ajceb-4172	28	8	evolve	evolve	VERB
ajceb-4172	28	9	in	in	ADP
ajceb-4172	28	10	the	the	DET
ajceb-4172	28	11	late	late	ADJ
ajceb-4172	28	12	1960s	1960	NOUN
ajceb-4172	28	13	,	,	PUNCT
ajceb-4172	28	14	with	with	ADP
ajceb-4172	28	15	the	the	DET
ajceb-4172	28	16	nicosia	nicosia	NOUN
ajceb-4172	28	17	(	(	PUNCT
ajceb-4172	28	18	1966	1966	NUM
ajceb-4172	28	19	)	)	PUNCT
ajceb-4172	28	20	model	model	NOUN
ajceb-4172	28	21	,	,	PUNCT
ajceb-4172	28	22	the	the	DET
ajceb-4172	28	23	howard	howard	PROPN
ajceb-4172	28	24	and	and	CCONJ
ajceb-4172	28	25	sheth	sheth	PROPN
ajceb-4172	28	26	(	(	PUNCT
ajceb-4172	28	27	1969	1969	NUM
ajceb-4172	28	28	)	)	PUNCT
ajceb-4172	28	29	model	model	NOUN
ajceb-4172	28	30	,	,	PUNCT
ajceb-4172	28	31	the	the	DET
ajceb-4172	28	32	engel	engel	PROPN
ajceb-4172	28	33	,	,	PUNCT
ajceb-4172	28	34	kollat	kollat	NOUN
ajceb-4172	28	35	and	and	CCONJ
ajceb-4172	28	36	blackwell	blackwell	PROPN
ajceb-4172	28	37	(	(	PUNCT
ajceb-4172	28	38	1968	1968	NUM
ajceb-4172	28	39	)	)	PUNCT
ajceb-4172	28	40	model	model	NOUN
ajceb-4172	28	41	and	and	CCONJ
ajceb-4172	28	42	bettman	bettman	PROPN
ajceb-4172	28	43	’s	’s	PART
ajceb-4172	28	44	(	(	PUNCT
ajceb-4172	28	45	1979	1979	NUM
ajceb-4172	28	46	)	)	PUNCT
ajceb-4172	28	47	informationprocessing	informationprocesse	VERB
ajceb-4172	28	48	model	model	NOUN
ajceb-4172	28	49	of	of	ADP
ajceb-4172	28	50	consumer	consumer	NOUN
ajceb-4172	28	51	choice	choice	NOUN
ajceb-4172	28	52	.	.	PUNCT
ajceb-4172	29	1	they	they	PRON
ajceb-4172	29	2	provide	provide	VERB
ajceb-4172	29	3	an	an	DET
ajceb-4172	29	4	integrated	integrated	ADJ
ajceb-4172	29	5	view	view	NOUN
ajceb-4172	29	6	of	of	ADP
ajceb-4172	29	7	customer	customer	NOUN
ajceb-4172	29	8	behaviour	behaviour	NOUN
ajceb-4172	29	9	,	,	PUNCT
ajceb-4172	29	10	identify	identify	VERB
ajceb-4172	29	11	components	component	NOUN
ajceb-4172	29	12	in	in	ADP
ajceb-4172	29	13	purchase	purchase	NOUN
ajceb-4172	29	14	decision	decision	NOUN
ajceb-4172	29	15	-	-	PUNCT
ajceb-4172	29	16	making	making	NOUN
ajceb-4172	29	17	,	,	PUNCT
ajceb-4172	29	18	and	and	CCONJ
ajceb-4172	29	19	offer	offer	VERB
ajceb-4172	29	20	a	a	DET
ajceb-4172	29	21	framework	framework	NOUN
ajceb-4172	29	22	for	for	ADP
ajceb-4172	29	23	testing	testing	NOUN
ajceb-4172	29	24	and	and	CCONJ
ajceb-4172	29	25	developing	develop	VERB
ajceb-4172	29	26	theory	theory	NOUN
ajceb-4172	29	27	(	(	PUNCT
ajceb-4172	29	28	bednall	bednall	ADV
ajceb-4172	29	29	and	and	CCONJ
ajceb-4172	29	30	kanuk	kanuk	PROPN
ajceb-4172	29	31	,	,	PUNCT
ajceb-4172	29	32	1997	1997	NUM
ajceb-4172	29	33	)	)	PUNCT
ajceb-4172	29	34	.	.	PUNCT
ajceb-4172	30	1	much	much	ADJ
ajceb-4172	30	2	has	have	AUX
ajceb-4172	30	3	been	be	AUX
ajceb-4172	30	4	written	write	VERB
ajceb-4172	30	5	on	on	ADP
ajceb-4172	30	6	the	the	DET
ajceb-4172	30	7	conceptual	conceptual	ADJ
ajceb-4172	30	8	development	development	NOUN
ajceb-4172	30	9	of	of	ADP
ajceb-4172	30	10	customer	customer	NOUN
ajceb-4172	30	11	-	-	PUNCT
ajceb-4172	30	12	perceived	perceive	VERB
ajceb-4172	30	13	service	service	NOUN
ajceb-4172	30	14	quality	quality	NOUN
ajceb-4172	30	15	,	,	PUNCT
ajceb-4172	30	16	as	as	ADV
ajceb-4172	30	17	well	well	ADV
ajceb-4172	30	18	as	as	ADP
ajceb-4172	30	19	its	its	PRON
ajceb-4172	30	20	application	application	NOUN
ajceb-4172	30	21	to	to	ADP
ajceb-4172	30	22	the	the	DET
ajceb-4172	30	23	construction	construction	NOUN
ajceb-4172	30	24	industry	industry	NOUN
ajceb-4172	30	25	,	,	PUNCT
ajceb-4172	30	26	including	include	VERB
ajceb-4172	30	27	distinct	distinct	ADJ
ajceb-4172	30	28	areas	area	NOUN
ajceb-4172	30	29	of	of	ADP
ajceb-4172	30	30	service	service	NOUN
ajceb-4172	30	31	provision	provision	NOUN
ajceb-4172	30	32	such	such	ADJ
ajceb-4172	30	33	as	as	ADP
ajceb-4172	30	34	building	build	VERB
ajceb-4172	30	35	designers	designer	NOUN
ajceb-4172	30	36	(	(	PUNCT
ajceb-4172	30	37	bubshait	bubshait	NOUN
ajceb-4172	30	38	,	,	PUNCT
ajceb-4172	30	39	et	et	PROPN
ajceb-4172	30	40	al	al	PROPN
ajceb-4172	30	41	.	.	PROPN
ajceb-4172	30	42	,	,	PUNCT
ajceb-4172	30	43	1999	1999	NUM
ajceb-4172	30	44	;	;	PUNCT
ajceb-4172	30	45	day	day	NOUN
ajceb-4172	30	46	and	and	CCONJ
ajceb-4172	30	47	barksdale	barksdale	PROPN
ajceb-4172	30	48	jr	jr	PROPN
ajceb-4172	30	49	,	,	PUNCT
ajceb-4172	30	50	1992	1992	NUM
ajceb-4172	30	51	;	;	PUNCT
ajceb-4172	30	52	hoxley	hoxley	NOUN
ajceb-4172	30	53	,	,	PUNCT
ajceb-4172	30	54	2000	2000	NUM
ajceb-4172	30	55	;	;	PUNCT
ajceb-4172	30	56	love	love	NOUN
ajceb-4172	30	57	,	,	PUNCT
ajceb-4172	30	58	et	et	PROPN
ajceb-4172	30	59	al	al	PROPN
ajceb-4172	30	60	.	.	PROPN
ajceb-4172	30	61	,	,	PUNCT
ajceb-4172	30	62	2000	2000	NUM
ajceb-4172	30	63	)	)	PUNCT
ajceb-4172	30	64	,	,	PUNCT
ajceb-4172	30	65	consulting	consult	VERB
ajceb-4172	30	66	services	service	NOUN
ajceb-4172	30	67	(	(	PUNCT
ajceb-4172	30	68	hoxley	hoxley	NOUN
ajceb-4172	30	69	,	,	PUNCT
ajceb-4172	30	70	1994	1994	NUM
ajceb-4172	30	71	;	;	PUNCT
ajceb-4172	30	72	hoxley	hoxley	NOUN
ajceb-4172	30	73	,	,	PUNCT
ajceb-4172	30	74	2000	2000	NUM
ajceb-4172	30	75	;	;	PUNCT
ajceb-4172	30	76	samson	samson	NOUN
ajceb-4172	30	77	and	and	CCONJ
ajceb-4172	30	78	parker	parker	PROPN
ajceb-4172	30	79	,	,	PUNCT
ajceb-4172	30	80	1994	1994	NUM
ajceb-4172	30	81	)	)	PUNCT
ajceb-4172	30	82	,	,	PUNCT
ajceb-4172	30	83	quantity	quantity	NOUN
ajceb-4172	30	84	surveying	surveying	NOUN
ajceb-4172	30	85	(	(	PUNCT
ajceb-4172	30	86	procter	procter	NOUN
ajceb-4172	30	87	and	and	CCONJ
ajceb-4172	30	88	rwelamila	rwelamila	PROPN
ajceb-4172	30	89	,	,	PUNCT
ajceb-4172	30	90	1999	1999	NUM
ajceb-4172	30	91	)	)	PUNCT
ajceb-4172	30	92	and	and	CCONJ
ajceb-4172	30	93	building	building	NOUN
ajceb-4172	30	94	maintenance	maintenance	NOUN
ajceb-4172	30	95	(	(	PUNCT
ajceb-4172	30	96	siu	siu	NOUN
ajceb-4172	30	97	,	,	PUNCT
ajceb-4172	30	98	et	et	PROPN
ajceb-4172	30	99	al	al	PROPN
ajceb-4172	30	100	.	.	PROPN
ajceb-4172	30	101	2001	2001	NUM
ajceb-4172	30	102	)	)	PUNCT
ajceb-4172	30	103	.	.	PUNCT
ajceb-4172	31	1	others	other	NOUN
ajceb-4172	31	2	have	have	AUX
ajceb-4172	31	3	examined	examine	VERB
ajceb-4172	31	4	broader	broader	ADV
ajceb-4172	31	5	-	-	PUNCT
ajceb-4172	31	6	based	base	VERB
ajceb-4172	31	7	conceptualizations	conceptualization	NOUN
ajceb-4172	31	8	concerning	concern	VERB
ajceb-4172	31	9	the	the	DET
ajceb-4172	31	10	integration	integration	NOUN
ajceb-4172	31	11	of	of	ADP
ajceb-4172	31	12	service	service	NOUN
ajceb-4172	31	13	quality	quality	NOUN
ajceb-4172	31	14	into	into	ADP
ajceb-4172	31	15	construction	construction	NOUN
ajceb-4172	31	16	management	management	NOUN
ajceb-4172	31	17	models	model	NOUN
ajceb-4172	31	18	(	(	PUNCT
ajceb-4172	31	19	winch	winch	NOUN
ajceb-4172	31	20	,	,	PUNCT
ajceb-4172	31	21	et	et	PROPN
ajceb-4172	31	22	al	al	PROPN
ajceb-4172	31	23	.	.	PROPN
ajceb-4172	31	24	,	,	PUNCT
ajceb-4172	31	25	1998	1998	NUM
ajceb-4172	31	26	)	)	PUNCT
ajceb-4172	31	27	or	or	CCONJ
ajceb-4172	31	28	considered	consider	VERB
ajceb-4172	31	29	service	service	NOUN
ajceb-4172	31	30	quality	quality	NOUN
ajceb-4172	31	31	in	in	ADP
ajceb-4172	31	32	the	the	DET
ajceb-4172	31	33	context	context	NOUN
ajceb-4172	31	34	of	of	ADP
ajceb-4172	31	35	public	public	ADJ
ajceb-4172	31	36	interest	interest	NOUN
ajceb-4172	31	37	procurement	procurement	NOUN
ajceb-4172	31	38	strategies	strategy	NOUN
ajceb-4172	31	39	(	(	PUNCT
ajceb-4172	31	40	ling	ling	NOUN
ajceb-4172	31	41	and	and	CCONJ
ajceb-4172	31	42	chong	chong	PROPN
ajceb-4172	31	43	,	,	PUNCT
ajceb-4172	31	44	2005	2005	NUM
ajceb-4172	31	45	;	;	PUNCT
ajceb-4172	31	46	tranfield	tranfield	NOUN
ajceb-4172	31	47	,	,	PUNCT
ajceb-4172	31	48	et	et	PROPN
ajceb-4172	31	49	al	al	PROPN
ajceb-4172	31	50	.	.	PROPN
ajceb-4172	31	51	2005	2005	NUM
ajceb-4172	31	52	)	)	PUNCT
ajceb-4172	31	53	.	.	PUNCT
ajceb-4172	32	1	there	there	PRON
ajceb-4172	32	2	has	have	AUX
ajceb-4172	32	3	also	also	ADV
ajceb-4172	32	4	been	be	AUX
ajceb-4172	32	5	considerable	considerable	ADJ
ajceb-4172	32	6	research	research	NOUN
ajceb-4172	32	7	into	into	ADP
ajceb-4172	32	8	the	the	DET
ajceb-4172	32	9	related	related	ADJ
ajceb-4172	32	10	area	area	NOUN
ajceb-4172	32	11	of	of	ADP
ajceb-4172	32	12	customer	customer	NOUN
ajceb-4172	32	13	satisfaction	satisfaction	NOUN
ajceb-4172	32	14	,	,	PUNCT
ajceb-4172	32	15	beginning	begin	VERB
ajceb-4172	32	16	with	with	ADP
ajceb-4172	32	17	authors	author	NOUN
ajceb-4172	32	18	such	such	ADJ
ajceb-4172	32	19	as	as	ADP
ajceb-4172	32	20	cardozo	cardozo	PROPN
ajceb-4172	32	21	(	(	PUNCT
ajceb-4172	32	22	1965	1965	NUM
ajceb-4172	32	23	)	)	PUNCT
ajceb-4172	32	24	and	and	CCONJ
ajceb-4172	32	25	oliver	oliver	PROPN
ajceb-4172	32	26	(	(	PUNCT
ajceb-4172	32	27	1977	1977	NUM
ajceb-4172	32	28	;	;	PUNCT
ajceb-4172	32	29	1980a	1980a	NUM
ajceb-4172	32	30	)	)	PUNCT
ajceb-4172	32	31	.	.	PUNCT
ajceb-4172	33	1	from	from	ADP
ajceb-4172	33	2	this	this	PRON
ajceb-4172	33	3	,	,	PUNCT
ajceb-4172	33	4	satisfaction	satisfaction	NOUN
ajceb-4172	33	5	is	be	AUX
ajceb-4172	33	6	commonly	commonly	ADV
ajceb-4172	33	7	described	describe	VERB
ajceb-4172	33	8	as	as	ADP
ajceb-4172	33	9	being	be	AUX
ajceb-4172	33	10	a	a	DET
ajceb-4172	33	11	comparison	comparison	NOUN
ajceb-4172	33	12	between	between	ADP
ajceb-4172	33	13	customers	customer	NOUN
ajceb-4172	33	14	’	'	PUNCT
ajceb-4172	33	15	pre	pre	ADJ
ajceb-4172	33	16	-	-	NOUN
ajceb-4172	33	17	purchase	purchase	NOUN
ajceb-4172	33	18	expectations	expectation	NOUN
ajceb-4172	33	19	and	and	CCONJ
ajceb-4172	33	20	their	their	PRON
ajceb-4172	33	21	post	post	ADJ
ajceb-4172	33	22	-	-	ADJ
ajceb-4172	33	23	purchase	purchase	ADJ
ajceb-4172	33	24	perceptions	perception	NOUN
ajceb-4172	33	25	(	(	PUNCT
ajceb-4172	33	26	oliver	oliver	ADV
ajceb-4172	33	27	,	,	PUNCT
ajceb-4172	33	28	1993	1993	NUM
ajceb-4172	33	29	)	)	PUNCT
ajceb-4172	33	30	.	.	PUNCT
ajceb-4172	34	1	although	although	SCONJ
ajceb-4172	34	2	this	this	PRON
ajceb-4172	34	3	provides	provide	VERB
ajceb-4172	34	4	a	a	DET
ajceb-4172	34	5	simple	simple	ADJ
ajceb-4172	34	6	paradigm	paradigm	NOUN
ajceb-4172	34	7	of	of	ADP
ajceb-4172	34	8	how	how	SCONJ
ajceb-4172	34	9	customers	customer	NOUN
ajceb-4172	34	10	evaluate	evaluate	VERB
ajceb-4172	34	11	their	their	PRON
ajceb-4172	34	12	level	level	NOUN
ajceb-4172	34	13	of	of	ADP
ajceb-4172	34	14	satisfaction	satisfaction	NOUN
ajceb-4172	34	15	,	,	PUNCT
ajceb-4172	34	16	the	the	DET
ajceb-4172	34	17	inherent	inherent	ADJ
ajceb-4172	34	18	individuality	individuality	NOUN
ajceb-4172	34	19	of	of	ADP
ajceb-4172	34	20	such	such	ADJ
ajceb-4172	34	21	evaluations	evaluation	NOUN
ajceb-4172	34	22	makes	make	VERB
ajceb-4172	34	23	it	it	PRON
ajceb-4172	34	24	hard	hard	ADJ
ajceb-4172	34	25	to	to	PART
ajceb-4172	34	26	generalize	generalize	VERB
ajceb-4172	34	27	findings	finding	NOUN
ajceb-4172	34	28	to	to	ADP
ajceb-4172	34	29	broader	broad	ADJ
ajceb-4172	34	30	populations	population	NOUN
ajceb-4172	34	31	.	.	PUNCT
ajceb-4172	35	1	therefore	therefore	ADV
ajceb-4172	35	2	,	,	PUNCT
ajceb-4172	35	3	it	it	PRON
ajceb-4172	35	4	is	be	AUX
ajceb-4172	35	5	important	important	ADJ
ajceb-4172	35	6	to	to	PART
ajceb-4172	35	7	focus	focus	VERB
ajceb-4172	35	8	on	on	ADP
ajceb-4172	35	9	specific	specific	ADJ
ajceb-4172	35	10	customer	customer	NOUN
ajceb-4172	35	11	characteristics	characteristic	NOUN
ajceb-4172	35	12	and	and	CCONJ
ajceb-4172	35	13	specific	specific	ADJ
ajceb-4172	35	14	market	market	NOUN
ajceb-4172	35	15	settings	setting	NOUN
ajceb-4172	35	16	to	to	PART
ajceb-4172	35	17	make	make	VERB
ajceb-4172	35	18	sense	sense	NOUN
ajceb-4172	35	19	of	of	ADP
ajceb-4172	35	20	the	the	DET
ajceb-4172	35	21	paradigm	paradigm	NOUN
ajceb-4172	35	22	.	.	PUNCT
ajceb-4172	36	1	while	while	SCONJ
ajceb-4172	36	2	customer	customer	NOUN
ajceb-4172	36	3	satisfaction	satisfaction	NOUN
ajceb-4172	36	4	and	and	CCONJ
ajceb-4172	36	5	service	service	NOUN
ajceb-4172	36	6	quality	quality	NOUN
ajceb-4172	36	7	are	be	AUX
ajceb-4172	36	8	not	not	PART
ajceb-4172	36	9	new	new	ADJ
ajceb-4172	36	10	to	to	ADP
ajceb-4172	36	11	the	the	DET
ajceb-4172	36	12	construction	construction	NOUN
ajceb-4172	36	13	management	management	NOUN
ajceb-4172	36	14	literature	literature	NOUN
ajceb-4172	36	15	,	,	PUNCT
ajceb-4172	36	16	the	the	DET
ajceb-4172	36	17	day	day	NOUN
ajceb-4172	36	18	-	-	PUNCT
ajceb-4172	36	19	to	to	ADP
ajceb-4172	36	20	-	-	PUNCT
ajceb-4172	36	21	day	day	NOUN
ajceb-4172	36	22	dynamics	dynamic	NOUN
ajceb-4172	36	23	of	of	ADP
ajceb-4172	36	24	onsite	onsite	ADJ
ajceb-4172	36	25	construction	construction	NOUN
ajceb-4172	36	26	services	service	NOUN
ajceb-4172	36	27	have	have	VERB
ajceb-4172	36	28	yet	yet	ADV
ajceb-4172	36	29	to	to	PART
ajceb-4172	36	30	receive	receive	VERB
ajceb-4172	36	31	much	much	ADJ
ajceb-4172	36	32	attention	attention	NOUN
ajceb-4172	36	33	.	.	PUNCT
ajceb-4172	37	1	this	this	PRON
ajceb-4172	37	2	is	be	AUX
ajceb-4172	37	3	therefore	therefore	ADV
ajceb-4172	37	4	the	the	DET
ajceb-4172	37	5	focus	focus	NOUN
ajceb-4172	37	6	of	of	ADP
ajceb-4172	37	7	the	the	DET
ajceb-4172	37	8	research	research	NOUN
ajceb-4172	37	9	reported	report	VERB
ajceb-4172	37	10	in	in	ADP
ajceb-4172	37	11	this	this	DET
ajceb-4172	37	12	paper	paper	NOUN
ajceb-4172	37	13	.	.	PUNCT
ajceb-4172	38	1	the	the	DET
ajceb-4172	38	2	research	research	NOUN
ajceb-4172	38	3	examined	examine	VERB
ajceb-4172	38	4	the	the	DET
ajceb-4172	38	5	australian	australian	ADJ
ajceb-4172	38	6	housing	housing	NOUN
ajceb-4172	38	7	construction	construction	NOUN
ajceb-4172	38	8	sector	sector	NOUN
ajceb-4172	38	9	and	and	CCONJ
ajceb-4172	38	10	the	the	DET
ajceb-4172	38	11	impact	impact	NOUN
ajceb-4172	38	12	of	of	ADP
ajceb-4172	38	13	service	service	NOUN
ajceb-4172	38	14	quality	quality	NOUN
ajceb-4172	38	15	on	on	ADP
ajceb-4172	38	16	customer	customer	NOUN
ajceb-4172	38	17	-	-	PUNCT
ajceb-4172	38	18	perceived	perceive	VERB
ajceb-4172	38	19	satisfaction	satisfaction	NOUN
ajceb-4172	38	20	.	.	PUNCT
ajceb-4172	39	1	as	as	SCONJ
ajceb-4172	39	2	argued	argue	VERB
ajceb-4172	39	3	below	below	ADV
ajceb-4172	39	4	,	,	PUNCT
ajceb-4172	39	5	these	these	DET
ajceb-4172	39	6	customers	customer	NOUN
ajceb-4172	39	7	deserve	deserve	VERB
ajceb-4172	39	8	individual	individual	ADJ
ajceb-4172	39	9	study	study	NOUN
ajceb-4172	39	10	since	since	SCONJ
ajceb-4172	39	11	customer	customer	NOUN
ajceb-4172	39	12	behaviour	behaviour	NOUN
ajceb-4172	39	13	differs	differ	VERB
ajceb-4172	39	14	from	from	ADP
ajceb-4172	39	15	one	one	NUM
ajceb-4172	39	16	market	market	NOUN
ajceb-4172	39	17	setting	set	VERB
ajceb-4172	39	18	to	to	ADP
ajceb-4172	39	19	the	the	DET
ajceb-4172	39	20	next	next	ADJ
ajceb-4172	39	21	(	(	PUNCT
ajceb-4172	39	22	seth	seth	PROPN
ajceb-4172	39	23	,	,	PUNCT
ajceb-4172	39	24	et	et	PROPN
ajceb-4172	39	25	al	al	PROPN
ajceb-4172	39	26	.	.	PROPN
ajceb-4172	39	27	,	,	PUNCT
ajceb-4172	39	28	2005	2005	NUM
ajceb-4172	39	29	)	)	PUNCT
ajceb-4172	39	30	.	.	PUNCT
ajceb-4172	40	1	customers	customer	NOUN
ajceb-4172	40	2	in	in	ADP
ajceb-4172	40	3	this	this	DET
ajceb-4172	40	4	market	market	NOUN
ajceb-4172	40	5	may	may	AUX
ajceb-4172	40	6	be	be	AUX
ajceb-4172	40	7	particularly	particularly	ADV
ajceb-4172	40	8	sensitive	sensitive	ADJ
ajceb-4172	40	9	to	to	ADP
ajceb-4172	40	10	service	service	NOUN
ajceb-4172	40	11	quality	quality	NOUN
ajceb-4172	40	12	because	because	SCONJ
ajceb-4172	40	13	of	of	ADP
ajceb-4172	40	14	their	their	PRON
ajceb-4172	40	15	low	low	ADJ
ajceb-4172	40	16	experience	experience	NOUN
ajceb-4172	40	17	with	with	ADP
ajceb-4172	40	18	construction	construction	NOUN
ajceb-4172	40	19	but	but	CCONJ
ajceb-4172	40	20	their	their	PRON
ajceb-4172	40	21	high	high	ADJ
ajceb-4172	40	22	level	level	NOUN
ajceb-4172	40	23	of	of	ADP
ajceb-4172	40	24	involvement	involvement	NOUN
ajceb-4172	40	25	in	in	ADP
ajceb-4172	40	26	observing	observe	VERB
ajceb-4172	40	27	the	the	DET
ajceb-4172	40	28	process	process	NOUN
ajceb-4172	40	29	.	.	PUNCT
ajceb-4172	41	1	housing	housing	NOUN
ajceb-4172	41	2	construction	construction	NOUN
ajceb-4172	41	3	customers	customer	NOUN
ajceb-4172	41	4	and	and	CCONJ
ajceb-4172	41	5	the	the	DET
ajceb-4172	41	6	market	market	NOUN
ajceb-4172	41	7	context	context	NOUN
ajceb-4172	41	8	in	in	ADP
ajceb-4172	41	9	australia	australia	PROPN
ajceb-4172	41	10	a	a	DET
ajceb-4172	41	11	conundrum	conundrum	NOUN
ajceb-4172	41	12	for	for	ADP
ajceb-4172	41	13	the	the	DET
ajceb-4172	41	14	housing	housing	NOUN
ajceb-4172	41	15	construction	construction	NOUN
ajceb-4172	41	16	industry	industry	NOUN
ajceb-4172	41	17	in	in	ADP
ajceb-4172	41	18	australia	australia	PROPN
ajceb-4172	41	19	is	be	AUX
ajceb-4172	41	20	that	that	SCONJ
ajceb-4172	41	21	the	the	DET
ajceb-4172	41	22	approaches	approach	NOUN
ajceb-4172	41	23	taken	take	VERB
ajceb-4172	41	24	to	to	ADP
ajceb-4172	41	25	quality	quality	NOUN
ajceb-4172	41	26	differ	differ	VERB
ajceb-4172	41	27	somewhat	somewhat	ADV
ajceb-4172	41	28	from	from	ADP
ajceb-4172	41	29	the	the	DET
ajceb-4172	41	30	classical	classical	ADJ
ajceb-4172	41	31	approaches	approach	NOUN
ajceb-4172	41	32	used	use	VERB
ajceb-4172	41	33	in	in	ADP
ajceb-4172	41	34	manufacturing	manufacture	VERB
ajceb-4172	41	35	production	production	NOUN
ajceb-4172	41	36	processes	process	NOUN
ajceb-4172	41	37	.	.	PUNCT
ajceb-4172	42	1	for	for	ADP
ajceb-4172	42	2	instance	instance	NOUN
ajceb-4172	42	3	,	,	PUNCT
ajceb-4172	42	4	manufacturing	manufacturing	NOUN
ajceb-4172	42	5	typically	typically	ADV
ajceb-4172	42	6	occurs	occur	VERB
ajceb-4172	42	7	on	on	ADP
ajceb-4172	42	8	a	a	DET
ajceb-4172	42	9	mass	mass	ADJ
ajceb-4172	42	10	scale	scale	NOUN
ajceb-4172	42	11	and	and	CCONJ
ajceb-4172	42	12	without	without	ADP
ajceb-4172	42	13	much	much	ADJ
ajceb-4172	42	14	direct	direct	ADJ
ajceb-4172	42	15	involvement	involvement	NOUN
ajceb-4172	42	16	from	from	ADP
ajceb-4172	42	17	the	the	DET
ajceb-4172	42	18	customer	customer	NOUN
ajceb-4172	42	19	.	.	PUNCT
ajceb-4172	43	1	it	it	PRON
ajceb-4172	43	2	focuses	focus	VERB
ajceb-4172	43	3	on	on	ADP
ajceb-4172	43	4	controlling	control	VERB
ajceb-4172	43	5	,	,	PUNCT
ajceb-4172	43	6	measuring	measure	VERB
ajceb-4172	43	7	and	and	CCONJ
ajceb-4172	43	8	managing	manage	VERB
ajceb-4172	43	9	the	the	DET
ajceb-4172	43	10	construction	construction	NOUN
ajceb-4172	43	11	economics	economic	NOUN
ajceb-4172	43	12	and	and	CCONJ
ajceb-4172	43	13	building	building	NOUN
ajceb-4172	43	14	,	,	PUNCT
ajceb-4172	43	15	15(1	15(1	NUM
ajceb-4172	43	16	)	)	PUNCT
ajceb-4172	43	17	,	,	PUNCT
ajceb-4172	43	18	19	19	NUM
ajceb-4172	43	19	-	-	SYM
ajceb-4172	43	20	42	42	NUM
ajceb-4172	43	21	forsythe	forsythe	NOUN
ajceb-4172	43	22	21	21	NUM
ajceb-4172	43	23	reliability	reliability	NOUN
ajceb-4172	43	24	of	of	ADP
ajceb-4172	43	25	production	production	NOUN
ajceb-4172	43	26	processes	process	NOUN
ajceb-4172	43	27	and	and	CCONJ
ajceb-4172	43	28	end	end	NOUN
ajceb-4172	43	29	-	-	PUNCT
ajceb-4172	43	30	product	product	NOUN
ajceb-4172	43	31	compliance	compliance	NOUN
ajceb-4172	43	32	,	,	PUNCT
ajceb-4172	43	33	striving	strive	VERB
ajceb-4172	43	34	for	for	ADP
ajceb-4172	43	35	objectivity	objectivity	NOUN
ajceb-4172	43	36	and	and	CCONJ
ajceb-4172	43	37	homogeneity	homogeneity	NOUN
ajceb-4172	43	38	(	(	PUNCT
ajceb-4172	43	39	garvin	garvin	PROPN
ajceb-4172	43	40	,	,	PUNCT
ajceb-4172	43	41	1987	1987	NUM
ajceb-4172	43	42	;	;	PUNCT
ajceb-4172	43	43	garvin	garvin	PROPN
ajceb-4172	43	44	,	,	PUNCT
ajceb-4172	43	45	1983	1983	NUM
ajceb-4172	43	46	)	)	PUNCT
ajceb-4172	43	47	.	.	PUNCT
ajceb-4172	44	1	while	while	SCONJ
ajceb-4172	44	2	aspects	aspect	NOUN
ajceb-4172	44	3	of	of	ADP
ajceb-4172	44	4	this	this	DET
ajceb-4172	44	5	approach	approach	NOUN
ajceb-4172	44	6	are	be	AUX
ajceb-4172	44	7	clearly	clearly	ADV
ajceb-4172	44	8	apparent	apparent	ADJ
ajceb-4172	44	9	in	in	ADP
ajceb-4172	44	10	australian	australian	ADJ
ajceb-4172	44	11	housing	housing	NOUN
ajceb-4172	44	12	construction	construction	NOUN
ajceb-4172	44	13	,	,	PUNCT
ajceb-4172	44	14	customers	customer	NOUN
ajceb-4172	44	15	are	be	AUX
ajceb-4172	44	16	more	more	ADV
ajceb-4172	44	17	directly	directly	ADV
ajceb-4172	44	18	involved	involve	VERB
ajceb-4172	44	19	in	in	ADP
ajceb-4172	44	20	the	the	DET
ajceb-4172	44	21	delivery	delivery	NOUN
ajceb-4172	44	22	process	process	NOUN
ajceb-4172	44	23	.	.	PUNCT
ajceb-4172	45	1	this	this	PRON
ajceb-4172	45	2	typically	typically	ADV
ajceb-4172	45	3	begins	begin	VERB
ajceb-4172	45	4	with	with	ADP
ajceb-4172	45	5	the	the	DET
ajceb-4172	45	6	design	design	NOUN
ajceb-4172	45	7	phase	phase	NOUN
ajceb-4172	45	8	of	of	ADP
ajceb-4172	45	9	the	the	DET
ajceb-4172	45	10	project	project	NOUN
ajceb-4172	45	11	,	,	PUNCT
ajceb-4172	45	12	but	but	CCONJ
ajceb-4172	45	13	this	this	DET
ajceb-4172	45	14	research	research	NOUN
ajceb-4172	45	15	focuses	focus	VERB
ajceb-4172	45	16	on	on	ADP
ajceb-4172	45	17	the	the	DET
ajceb-4172	45	18	construction	construction	NOUN
ajceb-4172	45	19	phase	phase	NOUN
ajceb-4172	45	20	.	.	PUNCT
ajceb-4172	46	1	here	here	ADV
ajceb-4172	46	2	,	,	PUNCT
ajceb-4172	46	3	customers	customer	NOUN
ajceb-4172	46	4	are	be	AUX
ajceb-4172	46	5	potentially	potentially	ADV
ajceb-4172	46	6	more	more	ADV
ajceb-4172	46	7	aware	aware	ADJ
ajceb-4172	46	8	of	of	ADP
ajceb-4172	46	9	service	service	NOUN
ajceb-4172	46	10	quality	quality	NOUN
ajceb-4172	46	11	because	because	SCONJ
ajceb-4172	46	12	they	they	PRON
ajceb-4172	46	13	are	be	AUX
ajceb-4172	46	14	able	able	ADJ
ajceb-4172	46	15	to	to	PART
ajceb-4172	46	16	observe	observe	VERB
ajceb-4172	46	17	the	the	DET
ajceb-4172	46	18	service	service	NOUN
ajceb-4172	46	19	delivery	delivery	NOUN
ajceb-4172	46	20	(	(	PUNCT
ajceb-4172	46	21	construction	construction	NOUN
ajceb-4172	46	22	)	)	PUNCT
ajceb-4172	46	23	as	as	SCONJ
ajceb-4172	46	24	it	it	PRON
ajceb-4172	46	25	happens	happen	VERB
ajceb-4172	46	26	dynamically	dynamically	ADV
ajceb-4172	46	27	onsite	onsite	ADJ
ajceb-4172	46	28	and	and	CCONJ
ajceb-4172	46	29	what	what	PRON
ajceb-4172	46	30	they	they	PRON
ajceb-4172	46	31	see	see	VERB
ajceb-4172	46	32	potentially	potentially	ADV
ajceb-4172	46	33	pre	pre	NOUN
ajceb-4172	46	34	-	-	NOUN
ajceb-4172	46	35	empts	empt	NOUN
ajceb-4172	46	36	what	what	PRON
ajceb-4172	46	37	they	they	PRON
ajceb-4172	46	38	expect	expect	VERB
ajceb-4172	46	39	as	as	ADP
ajceb-4172	46	40	the	the	DET
ajceb-4172	46	41	end	end	NOUN
ajceb-4172	46	42	product	product	NOUN
ajceb-4172	46	43	.	.	PUNCT
ajceb-4172	47	1	the	the	DET
ajceb-4172	47	2	majority	majority	NOUN
ajceb-4172	47	3	of	of	ADP
ajceb-4172	47	4	customers	customer	NOUN
ajceb-4172	47	5	in	in	ADP
ajceb-4172	47	6	australian	australian	ADJ
ajceb-4172	47	7	housing	housing	NOUN
ajceb-4172	47	8	construction	construction	NOUN
ajceb-4172	47	9	purchase	purchase	NOUN
ajceb-4172	47	10	for	for	ADP
ajceb-4172	47	11	personal	personal	ADJ
ajceb-4172	47	12	need	need	NOUN
ajceb-4172	47	13	,	,	PUNCT
ajceb-4172	47	14	as	as	SCONJ
ajceb-4172	47	15	76	76	NUM
ajceb-4172	47	16	%	%	NOUN
ajceb-4172	47	17	of	of	ADP
ajceb-4172	47	18	tenures	tenure	NOUN
ajceb-4172	47	19	involve	involve	VERB
ajceb-4172	47	20	owner	owner	NOUN
ajceb-4172	47	21	-	-	PUNCT
ajceb-4172	47	22	occupied	occupy	VERB
ajceb-4172	47	23	housing	housing	NOUN
ajceb-4172	47	24	(	(	PUNCT
ajceb-4172	47	25	australian	australian	ADJ
ajceb-4172	47	26	bureau	bureau	NOUN
ajceb-4172	47	27	of	of	ADP
ajceb-4172	47	28	statistics	statistic	NOUN
ajceb-4172	47	29	,	,	PUNCT
ajceb-4172	47	30	2011	2011	NUM
ajceb-4172	47	31	)	)	PUNCT
ajceb-4172	47	32	.	.	PUNCT
ajceb-4172	48	1	despite	despite	SCONJ
ajceb-4172	48	2	a	a	DET
ajceb-4172	48	3	gradual	gradual	ADJ
ajceb-4172	48	4	move	move	NOUN
ajceb-4172	48	5	to	to	ADP
ajceb-4172	48	6	higher	high	ADJ
ajceb-4172	48	7	-	-	PUNCT
ajceb-4172	48	8	density	density	NOUN
ajceb-4172	48	9	housing	housing	NOUN
ajceb-4172	48	10	,	,	PUNCT
ajceb-4172	48	11	75	75	NUM
ajceb-4172	48	12	%	%	NOUN
ajceb-4172	48	13	of	of	ADP
ajceb-4172	48	14	the	the	DET
ajceb-4172	48	15	stock	stock	NOUN
ajceb-4172	48	16	still	still	ADV
ajceb-4172	48	17	involves	involve	VERB
ajceb-4172	48	18	detached	detached	ADJ
ajceb-4172	48	19	housing	housing	NOUN
ajceb-4172	48	20	built	build	VERB
ajceb-4172	48	21	primarily	primarily	ADV
ajceb-4172	48	22	on	on	ADP
ajceb-4172	48	23	separately	separately	ADV
ajceb-4172	48	24	owned	own	VERB
ajceb-4172	48	25	allotments	allotment	NOUN
ajceb-4172	48	26	(	(	PUNCT
ajceb-4172	48	27	australian	australian	ADJ
ajceb-4172	48	28	bureau	bureau	NOUN
ajceb-4172	48	29	of	of	ADP
ajceb-4172	48	30	statistics	statistic	NOUN
ajceb-4172	48	31	,	,	PUNCT
ajceb-4172	48	32	2011	2011	NUM
ajceb-4172	48	33	)	)	PUNCT
ajceb-4172	48	34	.	.	PUNCT
ajceb-4172	49	1	unlike	unlike	ADP
ajceb-4172	49	2	multiunit	multiunit	PROPN
ajceb-4172	49	3	housing	housing	NOUN
ajceb-4172	49	4	where	where	SCONJ
ajceb-4172	49	5	the	the	DET
ajceb-4172	49	6	building	building	NOUN
ajceb-4172	49	7	is	be	AUX
ajceb-4172	49	8	usually	usually	ADV
ajceb-4172	49	9	built	build	VERB
ajceb-4172	49	10	first	first	ADV
ajceb-4172	49	11	and	and	CCONJ
ajceb-4172	49	12	then	then	ADV
ajceb-4172	49	13	sold	sell	VERB
ajceb-4172	49	14	to	to	ADP
ajceb-4172	49	15	the	the	DET
ajceb-4172	49	16	customer	customer	NOUN
ajceb-4172	49	17	,	,	PUNCT
ajceb-4172	49	18	in	in	ADP
ajceb-4172	49	19	the	the	DET
ajceb-4172	49	20	above	above	ADJ
ajceb-4172	49	21	scenario	scenario	NOUN
ajceb-4172	49	22	the	the	DET
ajceb-4172	49	23	customer	customer	NOUN
ajceb-4172	49	24	is	be	AUX
ajceb-4172	49	25	more	more	ADV
ajceb-4172	49	26	directly	directly	ADV
ajceb-4172	49	27	involved	involve	VERB
ajceb-4172	49	28	in	in	ADP
ajceb-4172	49	29	driving	drive	VERB
ajceb-4172	49	30	a	a	DET
ajceb-4172	49	31	relatively	relatively	ADV
ajceb-4172	49	32	fragmented	fragmented	ADJ
ajceb-4172	49	33	delivery	delivery	NOUN
ajceb-4172	49	34	process	process	NOUN
ajceb-4172	49	35	.	.	PUNCT
ajceb-4172	50	1	forsythe	forsythe	PROPN
ajceb-4172	50	2	(	(	PUNCT
ajceb-4172	50	3	2007a	2007a	NUM
ajceb-4172	50	4	)	)	PUNCT
ajceb-4172	50	5	outlined	outline	VERB
ajceb-4172	50	6	this	this	DET
ajceb-4172	50	7	process	process	NOUN
ajceb-4172	50	8	,	,	PUNCT
ajceb-4172	50	9	which	which	PRON
ajceb-4172	50	10	includes	include	VERB
ajceb-4172	50	11	customers	customer	NOUN
ajceb-4172	50	12	buying	buy	VERB
ajceb-4172	50	13	an	an	DET
ajceb-4172	50	14	allotment	allotment	NOUN
ajceb-4172	50	15	of	of	ADP
ajceb-4172	50	16	land	land	NOUN
ajceb-4172	50	17	,	,	PUNCT
ajceb-4172	50	18	choosing	choose	VERB
ajceb-4172	50	19	a	a	DET
ajceb-4172	50	20	standard	standard	ADJ
ajceb-4172	50	21	design	design	NOUN
ajceb-4172	50	22	from	from	ADP
ajceb-4172	50	23	a	a	DET
ajceb-4172	50	24	‘	'	PUNCT
ajceb-4172	50	25	volume	volume	NOUN
ajceb-4172	50	26	builder	builder	NOUN
ajceb-4172	50	27	’	'	PUNCT
ajceb-4172	50	28	or	or	CCONJ
ajceb-4172	50	29	developing	develop	VERB
ajceb-4172	50	30	a	a	DET
ajceb-4172	50	31	design	design	NOUN
ajceb-4172	50	32	with	with	ADP
ajceb-4172	50	33	an	an	DET
ajceb-4172	50	34	architectural	architectural	ADJ
ajceb-4172	50	35	firm	firm	NOUN
ajceb-4172	50	36	,	,	PUNCT
ajceb-4172	50	37	obtaining	obtain	VERB
ajceb-4172	50	38	tender	tender	ADJ
ajceb-4172	50	39	prices	price	NOUN
ajceb-4172	50	40	from	from	ADP
ajceb-4172	50	41	contractors	contractor	NOUN
ajceb-4172	50	42	for	for	ADP
ajceb-4172	50	43	the	the	DET
ajceb-4172	50	44	design(s	design(s	NOUN
ajceb-4172	50	45	)	)	PUNCT
ajceb-4172	50	46	and	and	CCONJ
ajceb-4172	50	47	contracting	contract	VERB
ajceb-4172	50	48	the	the	DET
ajceb-4172	50	49	construction	construction	NOUN
ajceb-4172	50	50	to	to	ADP
ajceb-4172	50	51	the	the	DET
ajceb-4172	50	52	chosen	choose	VERB
ajceb-4172	50	53	contractor	contractor	NOUN
ajceb-4172	50	54	.	.	PUNCT
ajceb-4172	51	1	the	the	DET
ajceb-4172	51	2	contract	contract	NOUN
ajceb-4172	51	3	for	for	ADP
ajceb-4172	51	4	construction	construction	NOUN
ajceb-4172	51	5	is	be	AUX
ajceb-4172	51	6	typically	typically	ADV
ajceb-4172	51	7	with	with	ADP
ajceb-4172	51	8	a	a	DET
ajceb-4172	51	9	single	single	ADJ
ajceb-4172	51	10	organization	organization	NOUN
ajceb-4172	51	11	but	but	CCONJ
ajceb-4172	51	12	the	the	DET
ajceb-4172	51	13	vast	vast	ADJ
ajceb-4172	51	14	majority	majority	NOUN
ajceb-4172	51	15	of	of	ADP
ajceb-4172	51	16	the	the	DET
ajceb-4172	51	17	physical	physical	ADJ
ajceb-4172	51	18	work	work	NOUN
ajceb-4172	51	19	is	be	AUX
ajceb-4172	51	20	subcontracted	subcontract	VERB
ajceb-4172	51	21	by	by	ADP
ajceb-4172	51	22	them	they	PRON
ajceb-4172	51	23	to	to	ADP
ajceb-4172	51	24	trade	trade	NOUN
ajceb-4172	51	25	-	-	PUNCT
ajceb-4172	51	26	specific	specific	ADJ
ajceb-4172	51	27	service	service	NOUN
ajceb-4172	51	28	providers	provider	NOUN
ajceb-4172	51	29	(	(	PUNCT
ajceb-4172	51	30	banks	bank	NOUN
ajceb-4172	51	31	,	,	PUNCT
ajceb-4172	51	32	et	et	PROPN
ajceb-4172	51	33	al	al	PROPN
ajceb-4172	51	34	.	.	PROPN
ajceb-4172	51	35	,	,	PUNCT
ajceb-4172	51	36	2004	2004	NUM
ajceb-4172	51	37	;	;	PUNCT
ajceb-4172	51	38	joint	joint	ADJ
ajceb-4172	51	39	select	select	ADJ
ajceb-4172	51	40	committee	committee	NOUN
ajceb-4172	51	41	on	on	ADP
ajceb-4172	51	42	the	the	DET
ajceb-4172	51	43	quality	quality	NOUN
ajceb-4172	51	44	of	of	ADP
ajceb-4172	51	45	buildings	building	NOUN
ajceb-4172	51	46	,	,	PUNCT
ajceb-4172	51	47	2002	2002	NUM
ajceb-4172	51	48	)	)	PUNCT
ajceb-4172	51	49	.	.	PUNCT
ajceb-4172	52	1	as	as	ADV
ajceb-4172	52	2	few	few	ADJ
ajceb-4172	52	3	(	(	PUNCT
ajceb-4172	52	4	if	if	SCONJ
ajceb-4172	52	5	any	any	PRON
ajceb-4172	52	6	)	)	PUNCT
ajceb-4172	52	7	intermediary	intermediary	ADJ
ajceb-4172	52	8	consultants	consultant	NOUN
ajceb-4172	52	9	are	be	AUX
ajceb-4172	52	10	involved	involve	VERB
ajceb-4172	52	11	during	during	ADP
ajceb-4172	52	12	the	the	DET
ajceb-4172	52	13	actual	actual	ADJ
ajceb-4172	52	14	construction	construction	NOUN
ajceb-4172	52	15	process	process	NOUN
ajceb-4172	52	16	,	,	PUNCT
ajceb-4172	52	17	the	the	DET
ajceb-4172	52	18	customer	customer	NOUN
ajceb-4172	52	19	’s	’s	PART
ajceb-4172	52	20	service	service	NOUN
ajceb-4172	52	21	relationship	relationship	NOUN
ajceb-4172	52	22	is	be	AUX
ajceb-4172	52	23	a	a	DET
ajceb-4172	52	24	relatively	relatively	ADV
ajceb-4172	52	25	singular	singular	ADJ
ajceb-4172	52	26	one	one	NUM
ajceb-4172	52	27	with	with	ADP
ajceb-4172	52	28	the	the	DET
ajceb-4172	52	29	contractor	contractor	NOUN
ajceb-4172	52	30	.	.	PUNCT
ajceb-4172	53	1	yet	yet	ADV
ajceb-4172	53	2	customers	customer	NOUN
ajceb-4172	53	3	in	in	ADP
ajceb-4172	53	4	this	this	DET
ajceb-4172	53	5	market	market	NOUN
ajceb-4172	53	6	only	only	ADV
ajceb-4172	53	7	irregularly	irregularly	ADV
ajceb-4172	53	8	procure	procure	VERB
ajceb-4172	53	9	construction	construction	NOUN
ajceb-4172	53	10	services	service	NOUN
ajceb-4172	53	11	(	(	PUNCT
ajceb-4172	53	12	i.e.	i.e.	X
ajceb-4172	53	13	for	for	ADP
ajceb-4172	53	14	personal	personal	ADJ
ajceb-4172	53	15	need	need	NOUN
ajceb-4172	53	16	)	)	PUNCT
ajceb-4172	53	17	and	and	CCONJ
ajceb-4172	53	18	consequently	consequently	ADV
ajceb-4172	53	19	tend	tend	VERB
ajceb-4172	53	20	to	to	PART
ajceb-4172	53	21	lack	lack	VERB
ajceb-4172	53	22	technical	technical	ADJ
ajceb-4172	53	23	,	,	PUNCT
ajceb-4172	53	24	contractual	contractual	ADJ
ajceb-4172	53	25	and	and	CCONJ
ajceb-4172	53	26	managerial	managerial	ADJ
ajceb-4172	53	27	experience	experience	NOUN
ajceb-4172	53	28	in	in	ADP
ajceb-4172	53	29	construction	construction	NOUN
ajceb-4172	53	30	(	(	PUNCT
ajceb-4172	53	31	joint	joint	ADJ
ajceb-4172	53	32	select	select	ADJ
ajceb-4172	53	33	committee	committee	NOUN
ajceb-4172	53	34	on	on	ADP
ajceb-4172	53	35	the	the	DET
ajceb-4172	53	36	quality	quality	NOUN
ajceb-4172	53	37	of	of	ADP
ajceb-4172	53	38	buildings	building	NOUN
ajceb-4172	53	39	,	,	PUNCT
ajceb-4172	53	40	2002	2002	NUM
ajceb-4172	53	41	p.1	p.1	NOUN
ajceb-4172	53	42	)	)	PUNCT
ajceb-4172	53	43	.	.	PUNCT
ajceb-4172	54	1	they	they	PRON
ajceb-4172	54	2	are	be	AUX
ajceb-4172	54	3	likely	likely	ADJ
ajceb-4172	54	4	to	to	PART
ajceb-4172	54	5	behave	behave	VERB
ajceb-4172	54	6	differently	differently	ADV
ajceb-4172	54	7	to	to	ADP
ajceb-4172	54	8	commercial	commercial	ADJ
ajceb-4172	54	9	construction	construction	NOUN
ajceb-4172	54	10	customers	customer	NOUN
ajceb-4172	54	11	and	and	CCONJ
ajceb-4172	54	12	must	must	AUX
ajceb-4172	54	13	draw	draw	VERB
ajceb-4172	54	14	on	on	ADP
ajceb-4172	54	15	their	their	PRON
ajceb-4172	54	16	generalist	generalist	ADJ
ajceb-4172	54	17	consumer	consumer	NOUN
ajceb-4172	54	18	experience	experience	NOUN
ajceb-4172	54	19	rather	rather	ADV
ajceb-4172	54	20	than	than	ADP
ajceb-4172	54	21	a	a	DET
ajceb-4172	54	22	deep	deep	ADJ
ajceb-4172	54	23	understanding	understanding	NOUN
ajceb-4172	54	24	of	of	ADP
ajceb-4172	54	25	the	the	DET
ajceb-4172	54	26	construction	construction	NOUN
ajceb-4172	54	27	process	process	NOUN
ajceb-4172	54	28	.	.	PUNCT
ajceb-4172	55	1	moreover	moreover	ADV
ajceb-4172	55	2	,	,	PUNCT
ajceb-4172	55	3	they	they	PRON
ajceb-4172	55	4	are	be	AUX
ajceb-4172	55	5	emotionally	emotionally	ADV
ajceb-4172	55	6	and	and	CCONJ
ajceb-4172	55	7	highly	highly	ADV
ajceb-4172	55	8	involved	involved	ADJ
ajceb-4172	55	9	in	in	ADP
ajceb-4172	55	10	both	both	CCONJ
ajceb-4172	55	11	the	the	DET
ajceb-4172	55	12	process	process	NOUN
ajceb-4172	55	13	and	and	CCONJ
ajceb-4172	55	14	outcome	outcome	VERB
ajceb-4172	55	15	as	as	SCONJ
ajceb-4172	55	16	they	they	PRON
ajceb-4172	55	17	work	work	VERB
ajceb-4172	55	18	toward	toward	ADP
ajceb-4172	55	19	a	a	DET
ajceb-4172	55	20	house	house	NOUN
ajceb-4172	55	21	that	that	PRON
ajceb-4172	55	22	reflects	reflect	VERB
ajceb-4172	55	23	their	their	PRON
ajceb-4172	55	24	personal	personal	ADJ
ajceb-4172	55	25	needs	need	NOUN
ajceb-4172	55	26	and	and	CCONJ
ajceb-4172	55	27	taste	taste	NOUN
ajceb-4172	55	28	(	(	PUNCT
ajceb-4172	55	29	joint	joint	ADJ
ajceb-4172	55	30	select	select	ADJ
ajceb-4172	55	31	committee	committee	NOUN
ajceb-4172	55	32	on	on	ADP
ajceb-4172	55	33	the	the	DET
ajceb-4172	55	34	quality	quality	NOUN
ajceb-4172	55	35	of	of	ADP
ajceb-4172	55	36	buildings	building	NOUN
ajceb-4172	55	37	,	,	PUNCT
ajceb-4172	55	38	2002	2002	NUM
ajceb-4172	55	39	)	)	PUNCT
ajceb-4172	55	40	.	.	PUNCT
ajceb-4172	56	1	the	the	DET
ajceb-4172	56	2	above	above	ADJ
ajceb-4172	56	3	commentary	commentary	NOUN
ajceb-4172	56	4	identifies	identify	VERB
ajceb-4172	56	5	the	the	DET
ajceb-4172	56	6	need	need	NOUN
ajceb-4172	56	7	for	for	ADP
ajceb-4172	56	8	deeper	deep	ADJ
ajceb-4172	56	9	study	study	NOUN
ajceb-4172	56	10	into	into	ADP
ajceb-4172	56	11	the	the	DET
ajceb-4172	56	12	chosen	choose	VERB
ajceb-4172	56	13	customer	customer	NOUN
ajceb-4172	56	14	type	type	NOUN
ajceb-4172	56	15	.	.	PUNCT
ajceb-4172	57	1	their	their	PRON
ajceb-4172	57	2	dichotomous	dichotomous	ADJ
ajceb-4172	57	3	situation	situation	NOUN
ajceb-4172	57	4	of	of	ADP
ajceb-4172	57	5	potentially	potentially	ADV
ajceb-4172	57	6	having	have	VERB
ajceb-4172	57	7	high	high	ADJ
ajceb-4172	57	8	levels	level	NOUN
ajceb-4172	57	9	of	of	ADP
ajceb-4172	57	10	emotional	emotional	ADJ
ajceb-4172	57	11	involvement	involvement	NOUN
ajceb-4172	57	12	and	and	CCONJ
ajceb-4172	57	13	low	low	ADJ
ajceb-4172	57	14	levels	level	NOUN
ajceb-4172	57	15	of	of	ADP
ajceb-4172	57	16	expertise	expertise	NOUN
ajceb-4172	57	17	means	mean	VERB
ajceb-4172	57	18	that	that	SCONJ
ajceb-4172	57	19	these	these	DET
ajceb-4172	57	20	customers	customer	NOUN
ajceb-4172	57	21	may	may	AUX
ajceb-4172	57	22	be	be	AUX
ajceb-4172	57	23	more	more	ADV
ajceb-4172	57	24	aware	aware	ADJ
ajceb-4172	57	25	of	of	ADP
ajceb-4172	57	26	service	service	NOUN
ajceb-4172	57	27	quality	quality	NOUN
ajceb-4172	57	28	as	as	ADP
ajceb-4172	57	29	an	an	DET
ajceb-4172	57	30	issue	issue	NOUN
ajceb-4172	57	31	that	that	PRON
ajceb-4172	57	32	influences	influence	VERB
ajceb-4172	57	33	their	their	PRON
ajceb-4172	57	34	satisfaction	satisfaction	NOUN
ajceb-4172	57	35	.	.	PUNCT
ajceb-4172	58	1	this	this	DET
ajceb-4172	58	2	research	research	NOUN
ajceb-4172	58	3	therefore	therefore	ADV
ajceb-4172	58	4	focuses	focus	VERB
ajceb-4172	58	5	on	on	ADP
ajceb-4172	58	6	how	how	SCONJ
ajceb-4172	58	7	such	such	ADJ
ajceb-4172	58	8	perceptions	perception	NOUN
ajceb-4172	58	9	form	form	VERB
ajceb-4172	58	10	during	during	ADP
ajceb-4172	58	11	the	the	DET
ajceb-4172	58	12	daily	daily	ADJ
ajceb-4172	58	13	dynamics	dynamic	NOUN
ajceb-4172	58	14	of	of	ADP
ajceb-4172	58	15	onsite	onsite	ADJ
ajceb-4172	58	16	construction	construction	NOUN
ajceb-4172	58	17	,	,	PUNCT
ajceb-4172	58	18	qualitatively	qualitatively	ADV
ajceb-4172	58	19	exploring	explore	VERB
ajceb-4172	58	20	and	and	CCONJ
ajceb-4172	58	21	understanding	understand	VERB
ajceb-4172	58	22	detailed	detailed	ADJ
ajceb-4172	58	23	patterns	pattern	NOUN
ajceb-4172	58	24	of	of	ADP
ajceb-4172	58	25	individual	individual	ADJ
ajceb-4172	58	26	customer	customer	NOUN
ajceb-4172	58	27	behaviour	behaviour	NOUN
ajceb-4172	58	28	.	.	PUNCT
ajceb-4172	59	1	this	this	PRON
ajceb-4172	59	2	differs	differ	VERB
ajceb-4172	59	3	from	from	ADP
ajceb-4172	59	4	many	many	ADJ
ajceb-4172	59	5	of	of	ADP
ajceb-4172	59	6	the	the	DET
ajceb-4172	59	7	previously	previously	ADV
ajceb-4172	59	8	reported	report	VERB
ajceb-4172	59	9	studies	study	NOUN
ajceb-4172	59	10	that	that	PRON
ajceb-4172	59	11	take	take	VERB
ajceb-4172	59	12	a	a	DET
ajceb-4172	59	13	more	more	ADV
ajceb-4172	59	14	quantitative	quantitative	ADJ
ajceb-4172	59	15	approach	approach	NOUN
ajceb-4172	59	16	to	to	ADP
ajceb-4172	59	17	measuring	measure	VERB
ajceb-4172	59	18	general	general	ADJ
ajceb-4172	59	19	service	service	NOUN
ajceb-4172	59	20	quality	quality	NOUN
ajceb-4172	59	21	attitudes	attitude	NOUN
ajceb-4172	59	22	.	.	PUNCT
ajceb-4172	60	1	instead	instead	ADV
ajceb-4172	60	2	,	,	PUNCT
ajceb-4172	60	3	this	this	DET
ajceb-4172	60	4	study	study	NOUN
ajceb-4172	60	5	focuses	focus	VERB
ajceb-4172	60	6	on	on	ADP
ajceb-4172	60	7	conceptual	conceptual	ADJ
ajceb-4172	60	8	development	development	NOUN
ajceb-4172	60	9	,	,	PUNCT
ajceb-4172	60	10	in	in	ADP
ajceb-4172	60	11	order	order	NOUN
ajceb-4172	60	12	to	to	PART
ajceb-4172	60	13	facilitate	facilitate	VERB
ajceb-4172	60	14	a	a	DET
ajceb-4172	60	15	more	more	ADV
ajceb-4172	60	16	theoretically	theoretically	ADV
ajceb-4172	60	17	driven	drive	VERB
ajceb-4172	60	18	agenda	agenda	NOUN
ajceb-4172	60	19	for	for	ADP
ajceb-4172	60	20	ongoing	ongoing	ADJ
ajceb-4172	60	21	customer	customer	NOUN
ajceb-4172	60	22	research	research	NOUN
ajceb-4172	60	23	in	in	ADP
ajceb-4172	60	24	construction	construction	NOUN
ajceb-4172	60	25	.	.	PUNCT
ajceb-4172	61	1	ultimately	ultimately	ADV
ajceb-4172	61	2	it	it	PRON
ajceb-4172	61	3	aims	aim	VERB
ajceb-4172	61	4	to	to	PART
ajceb-4172	61	5	help	help	VERB
ajceb-4172	61	6	construction	construction	NOUN
ajceb-4172	61	7	contractors	contractor	NOUN
ajceb-4172	61	8	be	be	AUX
ajceb-4172	61	9	more	more	ADV
ajceb-4172	61	10	aware	aware	ADJ
ajceb-4172	61	11	and	and	CCONJ
ajceb-4172	61	12	responsive	responsive	ADJ
ajceb-4172	61	13	to	to	ADP
ajceb-4172	61	14	customer	customer	NOUN
ajceb-4172	61	15	needs	need	NOUN
ajceb-4172	61	16	,	,	PUNCT
ajceb-4172	61	17	prevent	prevent	VERB
ajceb-4172	61	18	the	the	DET
ajceb-4172	61	19	fallout	fallout	NOUN
ajceb-4172	61	20	from	from	ADP
ajceb-4172	61	21	disputes	dispute	NOUN
ajceb-4172	61	22	during	during	ADP
ajceb-4172	61	23	construction	construction	NOUN
ajceb-4172	61	24	,	,	PUNCT
ajceb-4172	61	25	and	and	CCONJ
ajceb-4172	61	26	reap	reap	VERB
ajceb-4172	61	27	the	the	DET
ajceb-4172	61	28	benefits	benefit	NOUN
ajceb-4172	61	29	that	that	PRON
ajceb-4172	61	30	are	be	AUX
ajceb-4172	61	31	achievable	achievable	ADJ
ajceb-4172	61	32	from	from	ADP
ajceb-4172	61	33	customer	customer	NOUN
ajceb-4172	61	34	satisfaction	satisfaction	NOUN
ajceb-4172	61	35	,	,	PUNCT
ajceb-4172	61	36	including	include	VERB
ajceb-4172	61	37	repeat	repeat	NOUN
ajceb-4172	61	38	business	business	NOUN
ajceb-4172	61	39	,	,	PUNCT
ajceb-4172	61	40	word	word	NOUN
ajceb-4172	61	41	-	-	PUNCT
ajceb-4172	61	42	of	of	ADP
ajceb-4172	61	43	-	-	PUNCT
ajceb-4172	61	44	mouth	mouth	NOUN
ajceb-4172	61	45	recommendation	recommendation	NOUN
ajceb-4172	61	46	and	and	CCONJ
ajceb-4172	61	47	customer	customer	NOUN
ajceb-4172	61	48	loyalty	loyalty	NOUN
ajceb-4172	61	49	(	(	PUNCT
ajceb-4172	61	50	bei	bei	NOUN
ajceb-4172	61	51	and	and	CCONJ
ajceb-4172	61	52	chiao	chiao	PROPN
ajceb-4172	61	53	,	,	PUNCT
ajceb-4172	61	54	2001	2001	NUM
ajceb-4172	61	55	;	;	PUNCT
ajceb-4172	61	56	parasuraman	parasuraman	NOUN
ajceb-4172	61	57	,	,	PUNCT
ajceb-4172	61	58	zeithaml	zeithaml	PROPN
ajceb-4172	61	59	and	and	CCONJ
ajceb-4172	61	60	berry	berry	NOUN
ajceb-4172	61	61	,	,	PUNCT
ajceb-4172	61	62	1994a	1994a	NUM
ajceb-4172	61	63	;	;	PUNCT
ajceb-4172	61	64	sunindijo	sunindijo	NOUN
ajceb-4172	61	65	,	,	PUNCT
ajceb-4172	61	66	hadikusumo	hadikusumo	ADJ
ajceb-4172	61	67	and	and	CCONJ
ajceb-4172	61	68	phangchunun	phangchunun	ADJ
ajceb-4172	61	69	,	,	PUNCT
ajceb-4172	61	70	2014	2014	NUM
ajceb-4172	61	71	)	)	PUNCT
ajceb-4172	61	72	.	.	PUNCT
ajceb-4172	62	1	the	the	DET
ajceb-4172	62	2	conceptual	conceptual	ADJ
ajceb-4172	62	3	framework	framework	NOUN
ajceb-4172	62	4	for	for	ADP
ajceb-4172	62	5	service	service	NOUN
ajceb-4172	62	6	quality	quality	NOUN
ajceb-4172	62	7	perceived	perceive	VERB
ajceb-4172	62	8	service	service	NOUN
ajceb-4172	62	9	quality	quality	NOUN
ajceb-4172	62	10	is	be	AUX
ajceb-4172	62	11	often	often	ADV
ajceb-4172	62	12	conceptualized	conceptualize	VERB
ajceb-4172	62	13	as	as	ADP
ajceb-4172	62	14	a	a	DET
ajceb-4172	62	15	type	type	NOUN
ajceb-4172	62	16	of	of	ADP
ajceb-4172	62	17	subjective	subjective	ADJ
ajceb-4172	62	18	attitude	attitude	NOUN
ajceb-4172	62	19	whereby	whereby	SCONJ
ajceb-4172	62	20	the	the	DET
ajceb-4172	62	21	more	more	ADJ
ajceb-4172	62	22	knowledge	knowledge	NOUN
ajceb-4172	62	23	that	that	SCONJ
ajceb-4172	62	24	a	a	DET
ajceb-4172	62	25	person	person	NOUN
ajceb-4172	62	26	has	have	VERB
ajceb-4172	62	27	about	about	ADP
ajceb-4172	62	28	something	something	PRON
ajceb-4172	62	29	,	,	PUNCT
ajceb-4172	62	30	the	the	PRON
ajceb-4172	62	31	more	more	ADV
ajceb-4172	62	32	likely	likely	ADJ
ajceb-4172	62	33	they	they	PRON
ajceb-4172	62	34	are	be	AUX
ajceb-4172	62	35	to	to	PART
ajceb-4172	62	36	form	form	VERB
ajceb-4172	62	37	positive	positive	ADJ
ajceb-4172	62	38	or	or	CCONJ
ajceb-4172	62	39	negative	negative	ADJ
ajceb-4172	62	40	attitudes	attitude	NOUN
ajceb-4172	62	41	(	(	PUNCT
ajceb-4172	62	42	bednall	bednall	ADV
ajceb-4172	62	43	and	and	CCONJ
ajceb-4172	62	44	kanuk	kanuk	PROPN
ajceb-4172	62	45	1997	1997	NUM
ajceb-4172	62	46	;	;	PUNCT
ajceb-4172	62	47	bolton	bolton	PROPN
ajceb-4172	62	48	and	and	CCONJ
ajceb-4172	62	49	drew	draw	VERB
ajceb-4172	62	50	1991	1991	NUM
ajceb-4172	62	51	;	;	PUNCT
ajceb-4172	62	52	patterson	patterson	PROPN
ajceb-4172	62	53	and	and	CCONJ
ajceb-4172	62	54	johnson	johnson	PROPN
ajceb-4172	62	55	1993	1993	NUM
ajceb-4172	62	56	;	;	PUNCT
ajceb-4172	62	57	zeithaml	zeithaml	PROPN
ajceb-4172	62	58	1988	1988	NUM
ajceb-4172	62	59	)	)	PUNCT
ajceb-4172	62	60	.	.	PUNCT
ajceb-4172	63	1	construction	construction	NOUN
ajceb-4172	63	2	economics	economic	NOUN
ajceb-4172	63	3	and	and	CCONJ
ajceb-4172	63	4	building	building	NOUN
ajceb-4172	63	5	,	,	PUNCT
ajceb-4172	63	6	15(1	15(1	NUM
ajceb-4172	63	7	)	)	PUNCT
ajceb-4172	63	8	,	,	PUNCT
ajceb-4172	63	9	19	19	NUM
ajceb-4172	63	10	-	-	SYM
ajceb-4172	63	11	42	42	NUM
ajceb-4172	63	12	forsythe	forsythe	PROPN
ajceb-4172	63	13	22	22	NUM
ajceb-4172	63	14	parasuraman	parasuraman	NOUN
ajceb-4172	63	15	,	,	PUNCT
ajceb-4172	63	16	zeithaml	zeithaml	NOUN
ajceb-4172	63	17	and	and	CCONJ
ajceb-4172	63	18	berry	berry	NOUN
ajceb-4172	63	19	(	(	PUNCT
ajceb-4172	63	20	1985	1985	NUM
ajceb-4172	63	21	)	)	PUNCT
ajceb-4172	63	22	conceptualized	conceptualize	VERB
ajceb-4172	63	23	service	service	NOUN
ajceb-4172	63	24	quality	quality	NOUN
ajceb-4172	63	25	as	as	ADP
ajceb-4172	63	26	a	a	DET
ajceb-4172	63	27	number	number	NOUN
ajceb-4172	63	28	of	of	ADP
ajceb-4172	63	29	gaps	gap	NOUN
ajceb-4172	63	30	in	in	ADP
ajceb-4172	63	31	the	the	DET
ajceb-4172	63	32	service	service	NOUN
ajceb-4172	63	33	delivery	delivery	NOUN
ajceb-4172	63	34	process	process	NOUN
ajceb-4172	63	35	,	,	PUNCT
ajceb-4172	63	36	which	which	PRON
ajceb-4172	63	37	ultimately	ultimately	ADV
ajceb-4172	63	38	culminate	culminate	VERB
ajceb-4172	63	39	in	in	ADP
ajceb-4172	63	40	a	a	DET
ajceb-4172	63	41	critical	critical	ADJ
ajceb-4172	63	42	gap	gap	NOUN
ajceb-4172	63	43	between	between	ADP
ajceb-4172	63	44	customer	customer	NOUN
ajceb-4172	63	45	perceptions	perception	NOUN
ajceb-4172	63	46	and	and	CCONJ
ajceb-4172	63	47	expectations	expectation	NOUN
ajceb-4172	63	48	.	.	PUNCT
ajceb-4172	64	1	they	they	PRON
ajceb-4172	64	2	dimensionalized	dimensionalize	VERB
ajceb-4172	64	3	service	service	NOUN
ajceb-4172	64	4	quality	quality	NOUN
ajceb-4172	64	5	into	into	ADP
ajceb-4172	64	6	five	five	NUM
ajceb-4172	64	7	components	component	NOUN
ajceb-4172	64	8	–	–	PUNCT
ajceb-4172	64	9	reliability	reliability	NOUN
ajceb-4172	64	10	,	,	PUNCT
ajceb-4172	64	11	responsiveness	responsiveness	NOUN
ajceb-4172	64	12	,	,	PUNCT
ajceb-4172	64	13	assurance	assurance	NOUN
ajceb-4172	64	14	,	,	PUNCT
ajceb-4172	64	15	empathy	empathy	NOUN
ajceb-4172	64	16	and	and	CCONJ
ajceb-4172	64	17	tangibles	tangible	NOUN
ajceb-4172	64	18	–	–	PUNCT
ajceb-4172	64	19	and	and	CCONJ
ajceb-4172	64	20	operationalized	operationalize	VERB
ajceb-4172	64	21	the	the	DET
ajceb-4172	64	22	measurement	measurement	NOUN
ajceb-4172	64	23	of	of	ADP
ajceb-4172	64	24	these	these	DET
ajceb-4172	64	25	components	component	NOUN
ajceb-4172	64	26	into	into	ADP
ajceb-4172	64	27	the	the	DET
ajceb-4172	64	28	now	now	ADV
ajceb-4172	64	29	well	well	ADV
ajceb-4172	64	30	-	-	PUNCT
ajceb-4172	64	31	known	know	VERB
ajceb-4172	64	32	servqual	servqual	ADJ
ajceb-4172	64	33	survey	survey	NOUN
ajceb-4172	64	34	instrument	instrument	NOUN
ajceb-4172	64	35	(	(	PUNCT
ajceb-4172	64	36	parasuraman	parasuraman	NOUN
ajceb-4172	64	37	,	,	PUNCT
ajceb-4172	64	38	zeithaml	zeithaml	PROPN
ajceb-4172	64	39	and	and	CCONJ
ajceb-4172	64	40	berry	berry	NOUN
ajceb-4172	64	41	,	,	PUNCT
ajceb-4172	64	42	1988	1988	NUM
ajceb-4172	64	43	)	)	PUNCT
ajceb-4172	64	44	.	.	PUNCT
ajceb-4172	65	1	the	the	DET
ajceb-4172	65	2	instrument	instrument	NOUN
ajceb-4172	65	3	includes	include	VERB
ajceb-4172	65	4	22	22	NUM
ajceb-4172	65	5	standardized	standardized	ADJ
ajceb-4172	65	6	statements	statement	NOUN
ajceb-4172	65	7	distributed	distribute	VERB
ajceb-4172	65	8	across	across	ADP
ajceb-4172	65	9	the	the	DET
ajceb-4172	65	10	five	five	NUM
ajceb-4172	65	11	dimensions	dimension	NOUN
ajceb-4172	65	12	,	,	PUNCT
ajceb-4172	65	13	and	and	CCONJ
ajceb-4172	65	14	utilizes	utilize	VERB
ajceb-4172	65	15	a	a	DET
ajceb-4172	65	16	likert	likert	ADJ
ajceb-4172	65	17	scale	scale	NOUN
ajceb-4172	65	18	that	that	PRON
ajceb-4172	65	19	determines	determine	VERB
ajceb-4172	65	20	the	the	DET
ajceb-4172	65	21	gap	gap	NOUN
ajceb-4172	65	22	by	by	ADP
ajceb-4172	65	23	subtracting	subtract	VERB
ajceb-4172	65	24	separately	separately	ADV
ajceb-4172	65	25	scored	score	VERB
ajceb-4172	65	26	perception	perception	NOUN
ajceb-4172	65	27	from	from	ADP
ajceb-4172	65	28	expectation	expectation	NOUN
ajceb-4172	65	29	for	for	ADP
ajceb-4172	65	30	each	each	DET
ajceb-4172	65	31	statement	statement	NOUN
ajceb-4172	65	32	(	(	PUNCT
ajceb-4172	65	33	parasuraman	parasuraman	NOUN
ajceb-4172	65	34	,	,	PUNCT
ajceb-4172	65	35	zeithaml	zeithaml	PROPN
ajceb-4172	65	36	and	and	CCONJ
ajceb-4172	65	37	berry	berry	NOUN
ajceb-4172	65	38	,	,	PUNCT
ajceb-4172	65	39	1988	1988	NUM
ajceb-4172	65	40	)	)	PUNCT
ajceb-4172	65	41	.	.	PUNCT
ajceb-4172	66	1	gap	gap	NOUN
ajceb-4172	66	2	scores	score	NOUN
ajceb-4172	66	3	for	for	ADP
ajceb-4172	66	4	each	each	DET
ajceb-4172	66	5	dimension	dimension	NOUN
ajceb-4172	66	6	are	be	AUX
ajceb-4172	66	7	then	then	ADV
ajceb-4172	66	8	averaged	average	VERB
ajceb-4172	66	9	to	to	PART
ajceb-4172	66	10	provide	provide	VERB
ajceb-4172	66	11	an	an	DET
ajceb-4172	66	12	overall	overall	ADJ
ajceb-4172	66	13	service	service	NOUN
ajceb-4172	66	14	quality	quality	NOUN
ajceb-4172	66	15	score	score	NOUN
ajceb-4172	66	16	.	.	PUNCT
ajceb-4172	67	1	the	the	DET
ajceb-4172	67	2	validity	validity	NOUN
ajceb-4172	67	3	of	of	ADP
ajceb-4172	67	4	the	the	DET
ajceb-4172	67	5	above	above	ADJ
ajceb-4172	67	6	dimensionalization	dimensionalization	NOUN
ajceb-4172	67	7	and	and	CCONJ
ajceb-4172	67	8	its	its	PRON
ajceb-4172	67	9	operationalization	operationalization	NOUN
ajceb-4172	67	10	using	use	VERB
ajceb-4172	67	11	servqual	servqual	PROPN
ajceb-4172	67	12	has	have	AUX
ajceb-4172	67	13	been	be	AUX
ajceb-4172	67	14	criticized	criticize	VERB
ajceb-4172	67	15	by	by	ADP
ajceb-4172	67	16	authors	author	NOUN
ajceb-4172	67	17	such	such	ADJ
ajceb-4172	67	18	as	as	ADP
ajceb-4172	67	19	carmen	carman	NOUN
ajceb-4172	67	20	(	(	PUNCT
ajceb-4172	67	21	1990	1990	NUM
ajceb-4172	67	22	)	)	PUNCT
ajceb-4172	67	23	,	,	PUNCT
ajceb-4172	67	24	babakus	babaku	NOUN
ajceb-4172	67	25	and	and	CCONJ
ajceb-4172	67	26	boller	boller	PROPN
ajceb-4172	67	27	(	(	PUNCT
ajceb-4172	67	28	1992	1992	NUM
ajceb-4172	67	29	)	)	PUNCT
ajceb-4172	67	30	,	,	PUNCT
ajceb-4172	67	31	brown	brown	PROPN
ajceb-4172	67	32	,	,	PUNCT
ajceb-4172	67	33	churchill	churchill	PROPN
ajceb-4172	67	34	and	and	CCONJ
ajceb-4172	67	35	peter	peter	PROPN
ajceb-4172	67	36	(	(	PUNCT
ajceb-4172	67	37	1993	1993	NUM
ajceb-4172	67	38	)	)	PUNCT
ajceb-4172	67	39	and	and	CCONJ
ajceb-4172	67	40	cronin	cronin	PROPN
ajceb-4172	67	41	and	and	CCONJ
ajceb-4172	67	42	taylor	taylor	PROPN
ajceb-4172	67	43	(	(	PUNCT
ajceb-4172	67	44	1992	1992	NUM
ajceb-4172	67	45	;	;	PUNCT
ajceb-4172	67	46	1994	1994	NUM
ajceb-4172	67	47	)	)	PUNCT
ajceb-4172	67	48	.	.	PUNCT
ajceb-4172	68	1	some	some	PRON
ajceb-4172	68	2	have	have	AUX
ajceb-4172	68	3	also	also	ADV
ajceb-4172	68	4	downplayed	downplay	VERB
ajceb-4172	68	5	the	the	DET
ajceb-4172	68	6	relevance	relevance	NOUN
ajceb-4172	68	7	of	of	ADP
ajceb-4172	68	8	expectations	expectation	NOUN
ajceb-4172	68	9	in	in	ADP
ajceb-4172	68	10	the	the	DET
ajceb-4172	68	11	measurement	measurement	NOUN
ajceb-4172	68	12	of	of	ADP
ajceb-4172	68	13	service	service	NOUN
ajceb-4172	68	14	quality	quality	NOUN
ajceb-4172	68	15	.	.	PUNCT
ajceb-4172	69	1	for	for	ADP
ajceb-4172	69	2	instance	instance	NOUN
ajceb-4172	69	3	,	,	PUNCT
ajceb-4172	69	4	cronin	cronin	PROPN
ajceb-4172	69	5	and	and	CCONJ
ajceb-4172	69	6	taylor	taylor	PROPN
ajceb-4172	69	7	(	(	PUNCT
ajceb-4172	69	8	1994	1994	NUM
ajceb-4172	69	9	)	)	PUNCT
ajceb-4172	69	10	developed	develop	VERB
ajceb-4172	69	11	an	an	DET
ajceb-4172	69	12	alternative	alternative	ADJ
ajceb-4172	69	13	approach	approach	NOUN
ajceb-4172	69	14	to	to	ADP
ajceb-4172	69	15	measurement	measurement	NOUN
ajceb-4172	69	16	(	(	PUNCT
ajceb-4172	69	17	servperf	servperf	NOUN
ajceb-4172	69	18	)	)	PUNCT
ajceb-4172	69	19	based	base	VERB
ajceb-4172	69	20	purely	purely	ADV
ajceb-4172	69	21	on	on	ADP
ajceb-4172	69	22	customer	customer	NOUN
ajceb-4172	69	23	perceptions	perception	NOUN
ajceb-4172	69	24	of	of	ADP
ajceb-4172	69	25	performance	performance	NOUN
ajceb-4172	69	26	.	.	PUNCT
ajceb-4172	70	1	in	in	ADP
ajceb-4172	70	2	response	response	NOUN
ajceb-4172	70	3	,	,	PUNCT
ajceb-4172	70	4	parasuraman	parasuraman	NOUN
ajceb-4172	70	5	,	,	PUNCT
ajceb-4172	70	6	berry	berry	NOUN
ajceb-4172	70	7	and	and	CCONJ
ajceb-4172	70	8	zeithaml	zeithaml	PROPN
ajceb-4172	70	9	(	(	PUNCT
ajceb-4172	70	10	1991	1991	NUM
ajceb-4172	70	11	,	,	PUNCT
ajceb-4172	70	12	1993	1993	NUM
ajceb-4172	70	13	;	;	PUNCT
ajceb-4172	70	14	1994a	1994a	NUM
ajceb-4172	70	15	;	;	PUNCT
ajceb-4172	70	16	1994b	1994b	NUM
ajceb-4172	70	17	)	)	PUNCT
ajceb-4172	70	18	undertook	undertake	VERB
ajceb-4172	70	19	further	further	ADJ
ajceb-4172	70	20	testing	testing	NOUN
ajceb-4172	70	21	of	of	ADP
ajceb-4172	70	22	the	the	DET
ajceb-4172	70	23	five	five	NUM
ajceb-4172	70	24	-	-	PUNCT
ajceb-4172	70	25	dimensional	dimensional	ADJ
ajceb-4172	70	26	construct	construct	NOUN
ajceb-4172	70	27	and	and	CCONJ
ajceb-4172	70	28	refined	refine	VERB
ajceb-4172	70	29	servqual	servqual	ADJ
ajceb-4172	70	30	to	to	PART
ajceb-4172	70	31	underpin	underpin	VERB
ajceb-4172	70	32	its	its	PRON
ajceb-4172	70	33	validity	validity	NOUN
ajceb-4172	70	34	and	and	CCONJ
ajceb-4172	70	35	operational	operational	ADJ
ajceb-4172	70	36	relevance	relevance	NOUN
ajceb-4172	70	37	.	.	PUNCT
ajceb-4172	71	1	this	this	PRON
ajceb-4172	71	2	included	include	VERB
ajceb-4172	71	3	statistical	statistical	ADJ
ajceb-4172	71	4	testing	testing	NOUN
ajceb-4172	71	5	to	to	PART
ajceb-4172	71	6	determine	determine	VERB
ajceb-4172	71	7	the	the	DET
ajceb-4172	71	8	stability	stability	NOUN
ajceb-4172	71	9	of	of	ADP
ajceb-4172	71	10	the	the	DET
ajceb-4172	71	11	dimensions	dimension	NOUN
ajceb-4172	71	12	,	,	PUNCT
ajceb-4172	71	13	simplification	simplification	NOUN
ajceb-4172	71	14	of	of	ADP
ajceb-4172	71	15	the	the	DET
ajceb-4172	71	16	measurement	measurement	NOUN
ajceb-4172	71	17	of	of	ADP
ajceb-4172	71	18	perceptions	perception	NOUN
ajceb-4172	71	19	and	and	CCONJ
ajceb-4172	71	20	expectations	expectation	NOUN
ajceb-4172	71	21	,	,	PUNCT
ajceb-4172	71	22	and	and	CCONJ
ajceb-4172	71	23	recommendations	recommendation	NOUN
ajceb-4172	71	24	concerning	concern	VERB
ajceb-4172	71	25	allowable	allowable	ADJ
ajceb-4172	71	26	changes	change	NOUN
ajceb-4172	71	27	to	to	ADP
ajceb-4172	71	28	the	the	DET
ajceb-4172	71	29	instrument	instrument	NOUN
ajceb-4172	71	30	that	that	PRON
ajceb-4172	71	31	could	could	AUX
ajceb-4172	71	32	be	be	AUX
ajceb-4172	71	33	made	make	VERB
ajceb-4172	71	34	to	to	PART
ajceb-4172	71	35	suit	suit	VERB
ajceb-4172	71	36	industry	industry	NOUN
ajceb-4172	71	37	-	-	PUNCT
ajceb-4172	71	38	specific	specific	ADJ
ajceb-4172	71	39	applications	application	NOUN
ajceb-4172	71	40	.	.	PUNCT
ajceb-4172	72	1	despite	despite	SCONJ
ajceb-4172	72	2	the	the	DET
ajceb-4172	72	3	criticism	criticism	NOUN
ajceb-4172	72	4	,	,	PUNCT
ajceb-4172	72	5	servqual	servqual	ADJ
ajceb-4172	72	6	has	have	AUX
ajceb-4172	72	7	retained	retain	VERB
ajceb-4172	72	8	longevity	longevity	NOUN
ajceb-4172	72	9	especially	especially	ADV
ajceb-4172	72	10	for	for	ADP
ajceb-4172	72	11	the	the	DET
ajceb-4172	72	12	psychometric	psychometric	ADJ
ajceb-4172	72	13	advantages	advantage	NOUN
ajceb-4172	72	14	it	it	PRON
ajceb-4172	72	15	holds	hold	VERB
ajceb-4172	72	16	over	over	ADP
ajceb-4172	72	17	other	other	ADJ
ajceb-4172	72	18	methods	method	NOUN
ajceb-4172	72	19	.	.	PUNCT
ajceb-4172	73	1	in	in	ADP
ajceb-4172	73	2	particular	particular	ADJ
ajceb-4172	73	3	,	,	PUNCT
ajceb-4172	73	4	it	it	PRON
ajceb-4172	73	5	has	have	VERB
ajceb-4172	73	6	better	well	ADJ
ajceb-4172	73	7	diagnostics	diagnostic	NOUN
ajceb-4172	73	8	abilities	ability	NOUN
ajceb-4172	73	9	compared	compare	VERB
ajceb-4172	73	10	to	to	ADP
ajceb-4172	73	11	the	the	DET
ajceb-4172	73	12	main	main	ADJ
ajceb-4172	73	13	competing	compete	VERB
ajceb-4172	73	14	instrument	instrument	NOUN
ajceb-4172	73	15	,	,	PUNCT
ajceb-4172	73	16	servperf	servperf	NOUN
ajceb-4172	73	17	(	(	PUNCT
ajceb-4172	73	18	jain	jain	NOUN
ajceb-4172	73	19	and	and	CCONJ
ajceb-4172	73	20	gupta	gupta	PROPN
ajceb-4172	73	21	,	,	PUNCT
ajceb-4172	73	22	2004	2004	NUM
ajceb-4172	73	23	)	)	PUNCT
ajceb-4172	73	24	.	.	PUNCT
ajceb-4172	74	1	this	this	DET
ajceb-4172	74	2	diagnostic	diagnostic	ADJ
ajceb-4172	74	3	ability	ability	NOUN
ajceb-4172	74	4	is	be	AUX
ajceb-4172	74	5	of	of	ADP
ajceb-4172	74	6	central	central	ADJ
ajceb-4172	74	7	importance	importance	NOUN
ajceb-4172	74	8	to	to	ADP
ajceb-4172	74	9	the	the	DET
ajceb-4172	74	10	underlying	underlie	VERB
ajceb-4172	74	11	objectives	objective	NOUN
ajceb-4172	74	12	of	of	ADP
ajceb-4172	74	13	this	this	DET
ajceb-4172	74	14	study	study	NOUN
ajceb-4172	74	15	,	,	PUNCT
ajceb-4172	74	16	as	as	SCONJ
ajceb-4172	74	17	it	it	PRON
ajceb-4172	74	18	enables	enable	VERB
ajceb-4172	74	19	a	a	DET
ajceb-4172	74	20	detailed	detailed	ADJ
ajceb-4172	74	21	exploration	exploration	NOUN
ajceb-4172	74	22	of	of	ADP
ajceb-4172	74	23	service	service	NOUN
ajceb-4172	74	24	quality	quality	NOUN
ajceb-4172	74	25	perceptions	perception	NOUN
ajceb-4172	74	26	during	during	ADP
ajceb-4172	74	27	construction	construction	NOUN
ajceb-4172	74	28	.	.	PUNCT
ajceb-4172	75	1	consequently	consequently	ADV
ajceb-4172	75	2	,	,	PUNCT
ajceb-4172	75	3	servqual	servqual	ADJ
ajceb-4172	75	4	was	be	AUX
ajceb-4172	75	5	drawn	draw	VERB
ajceb-4172	75	6	upon	upon	SCONJ
ajceb-4172	75	7	as	as	ADP
ajceb-4172	75	8	a	a	DET
ajceb-4172	75	9	base	base	NOUN
ajceb-4172	75	10	means	mean	VERB
ajceb-4172	75	11	for	for	ADP
ajceb-4172	75	12	measuring	measure	VERB
ajceb-4172	75	13	perceived	perceive	VERB
ajceb-4172	75	14	service	service	NOUN
ajceb-4172	75	15	quality	quality	NOUN
ajceb-4172	75	16	in	in	ADP
ajceb-4172	75	17	this	this	DET
ajceb-4172	75	18	study	study	NOUN
ajceb-4172	75	19	.	.	PUNCT
ajceb-4172	76	1	refinement	refinement	NOUN
ajceb-4172	76	2	of	of	ADP
ajceb-4172	76	3	service	service	NOUN
ajceb-4172	76	4	quality	quality	NOUN
ajceb-4172	76	5	measurement	measurement	NOUN
ajceb-4172	76	6	in	in	ADP
ajceb-4172	76	7	housing	housing	NOUN
ajceb-4172	76	8	construction	construction	NOUN
ajceb-4172	76	9	specific	specific	ADJ
ajceb-4172	76	10	applications	application	NOUN
ajceb-4172	76	11	of	of	ADP
ajceb-4172	76	12	servqual	servqual	ADJ
ajceb-4172	76	13	within	within	ADP
ajceb-4172	76	14	the	the	DET
ajceb-4172	76	15	construction	construction	NOUN
ajceb-4172	76	16	discipline	discipline	NOUN
ajceb-4172	76	17	include	include	VERB
ajceb-4172	76	18	a	a	DET
ajceb-4172	76	19	study	study	NOUN
ajceb-4172	76	20	by	by	ADP
ajceb-4172	76	21	samson	samson	PROPN
ajceb-4172	76	22	and	and	CCONJ
ajceb-4172	76	23	parker	parker	PROPN
ajceb-4172	76	24	(	(	PUNCT
ajceb-4172	76	25	1994	1994	NUM
ajceb-4172	76	26	)	)	PUNCT
ajceb-4172	76	27	,	,	PUNCT
ajceb-4172	76	28	who	who	PRON
ajceb-4172	76	29	utilized	utilize	VERB
ajceb-4172	76	30	servqual	servqual	ADJ
ajceb-4172	76	31	in	in	ADP
ajceb-4172	76	32	the	the	DET
ajceb-4172	76	33	consulting	consulting	NOUN
ajceb-4172	76	34	engineering	engineering	NOUN
ajceb-4172	76	35	industry	industry	NOUN
ajceb-4172	76	36	.	.	PUNCT
ajceb-4172	77	1	nelson	nelson	PROPN
ajceb-4172	77	2	and	and	CCONJ
ajceb-4172	77	3	nelson	nelson	PROPN
ajceb-4172	77	4	(	(	PUNCT
ajceb-4172	77	5	1995	1995	NUM
ajceb-4172	77	6	)	)	PUNCT
ajceb-4172	77	7	created	create	VERB
ajceb-4172	77	8	reserv	reserv	NOUN
ajceb-4172	77	9	,	,	PUNCT
ajceb-4172	77	10	a	a	DET
ajceb-4172	77	11	modified	modify	VERB
ajceb-4172	77	12	version	version	NOUN
ajceb-4172	77	13	that	that	PRON
ajceb-4172	77	14	added	add	VERB
ajceb-4172	77	15	two	two	NUM
ajceb-4172	77	16	dimensions	dimension	NOUN
ajceb-4172	77	17	in	in	ADP
ajceb-4172	77	18	dealing	deal	VERB
ajceb-4172	77	19	with	with	ADP
ajceb-4172	77	20	real	real	ADJ
ajceb-4172	77	21	estate	estate	NOUN
ajceb-4172	77	22	brokerage	brokerage	NOUN
ajceb-4172	77	23	,	,	PUNCT
ajceb-4172	77	24	and	and	CCONJ
ajceb-4172	77	25	hoxley	hoxley	NOUN
ajceb-4172	77	26	(	(	PUNCT
ajceb-4172	77	27	1994	1994	NUM
ajceb-4172	77	28	)	)	PUNCT
ajceb-4172	77	29	developed	develop	VERB
ajceb-4172	77	30	surveyqual	surveyqual	ADJ
ajceb-4172	77	31	for	for	ADP
ajceb-4172	77	32	building	build	VERB
ajceb-4172	77	33	surveying	surveying	NOUN
ajceb-4172	77	34	firms	firm	NOUN
ajceb-4172	77	35	,	,	PUNCT
ajceb-4172	77	36	which	which	PRON
ajceb-4172	77	37	was	be	AUX
ajceb-4172	77	38	later	later	ADV
ajceb-4172	77	39	applied	apply	VERB
ajceb-4172	77	40	to	to	ADP
ajceb-4172	77	41	construction	construction	NOUN
ajceb-4172	77	42	professionals	professional	NOUN
ajceb-4172	77	43	(	(	PUNCT
ajceb-4172	77	44	hoxley	hoxley	NOUN
ajceb-4172	77	45	,	,	PUNCT
ajceb-4172	77	46	2000	2000	NUM
ajceb-4172	77	47	)	)	PUNCT
ajceb-4172	77	48	.	.	PUNCT
ajceb-4172	78	1	siu	siu	NOUN
ajceb-4172	78	2	,	,	PUNCT
ajceb-4172	78	3	bridge	bridge	NOUN
ajceb-4172	78	4	and	and	CCONJ
ajceb-4172	78	5	skitmore	skitmore	NOUN
ajceb-4172	78	6	(	(	PUNCT
ajceb-4172	78	7	2001	2001	NUM
ajceb-4172	78	8	)	)	PUNCT
ajceb-4172	78	9	and	and	CCONJ
ajceb-4172	78	10	lai	lai	NOUN
ajceb-4172	78	11	and	and	CCONJ
ajceb-4172	78	12	pang	pang	NOUN
ajceb-4172	78	13	(	(	PUNCT
ajceb-4172	78	14	2010	2010	NUM
ajceb-4172	78	15	)	)	PUNCT
ajceb-4172	78	16	also	also	ADV
ajceb-4172	78	17	developed	develop	VERB
ajceb-4172	78	18	modified	modified	ADJ
ajceb-4172	78	19	versions	version	NOUN
ajceb-4172	78	20	to	to	PART
ajceb-4172	78	21	assess	assess	VERB
ajceb-4172	78	22	building	building	NOUN
ajceb-4172	78	23	maintenance	maintenance	NOUN
ajceb-4172	78	24	services	service	NOUN
ajceb-4172	78	25	.	.	PUNCT
ajceb-4172	79	1	more	more	ADV
ajceb-4172	79	2	specific	specific	ADJ
ajceb-4172	79	3	to	to	ADP
ajceb-4172	79	4	the	the	DET
ajceb-4172	79	5	housing	housing	NOUN
ajceb-4172	79	6	construction	construction	NOUN
ajceb-4172	79	7	sector	sector	NOUN
ajceb-4172	79	8	,	,	PUNCT
ajceb-4172	79	9	sunindijo	sunindijo	NOUN
ajceb-4172	79	10	,	,	PUNCT
ajceb-4172	79	11	hadikusumo	hadikusumo	ADJ
ajceb-4172	79	12	and	and	CCONJ
ajceb-4172	79	13	phangchunan	phangchunan	NOUN
ajceb-4172	79	14	(	(	PUNCT
ajceb-4172	79	15	2014	2014	NUM
ajceb-4172	79	16	)	)	PUNCT
ajceb-4172	79	17	developed	develop	VERB
ajceb-4172	79	18	a	a	DET
ajceb-4172	79	19	four	four	NUM
ajceb-4172	79	20	-	-	PUNCT
ajceb-4172	79	21	dimensional	dimensional	ADJ
ajceb-4172	79	22	version	version	NOUN
ajceb-4172	79	23	of	of	ADP
ajceb-4172	79	24	servqual	servqual	ADJ
ajceb-4172	79	25	to	to	PART
ajceb-4172	79	26	assess	assess	VERB
ajceb-4172	79	27	the	the	DET
ajceb-4172	79	28	relationship	relationship	NOUN
ajceb-4172	79	29	between	between	ADP
ajceb-4172	79	30	service	service	NOUN
ajceb-4172	79	31	quality	quality	NOUN
ajceb-4172	79	32	perceptions	perception	NOUN
ajceb-4172	79	33	and	and	CCONJ
ajceb-4172	79	34	customers	customer	NOUN
ajceb-4172	79	35	’	'	PUNCT
ajceb-4172	79	36	behavioural	behavioural	ADJ
ajceb-4172	79	37	intentions	intention	NOUN
ajceb-4172	79	38	in	in	ADP
ajceb-4172	79	39	ongoing	ongoing	ADJ
ajceb-4172	79	40	business	business	NOUN
ajceb-4172	79	41	relations	relation	NOUN
ajceb-4172	79	42	with	with	ADP
ajceb-4172	79	43	thai	thai	ADJ
ajceb-4172	79	44	housing	housing	NOUN
ajceb-4172	79	45	contractors	contractor	NOUN
ajceb-4172	79	46	.	.	PUNCT
ajceb-4172	80	1	holm	holm	PROPN
ajceb-4172	80	2	(	(	PUNCT
ajceb-4172	80	3	2000a	2000a	NOUN
ajceb-4172	80	4	;	;	PUNCT
ajceb-4172	80	5	2000b	2000b	NUM
ajceb-4172	80	6	)	)	PUNCT
ajceb-4172	80	7	studied	study	VERB
ajceb-4172	80	8	housing	housing	NOUN
ajceb-4172	80	9	associations	association	NOUN
ajceb-4172	80	10	in	in	ADP
ajceb-4172	80	11	sweden	sweden	PROPN
ajceb-4172	80	12	and	and	CCONJ
ajceb-4172	80	13	the	the	DET
ajceb-4172	80	14	service	service	NOUN
ajceb-4172	80	15	quality	quality	NOUN
ajceb-4172	80	16	perceptions	perception	NOUN
ajceb-4172	80	17	of	of	ADP
ajceb-4172	80	18	apartment	apartment	NOUN
ajceb-4172	80	19	occupants	occupant	VERB
ajceb-4172	80	20	with	with	ADP
ajceb-4172	80	21	regard	regard	NOUN
ajceb-4172	80	22	to	to	ADP
ajceb-4172	80	23	refurbishment	refurbishment	NOUN
ajceb-4172	80	24	services	service	NOUN
ajceb-4172	80	25	.	.	PUNCT
ajceb-4172	81	1	these	these	DET
ajceb-4172	81	2	studies	study	NOUN
ajceb-4172	81	3	have	have	AUX
ajceb-4172	81	4	all	all	PRON
ajceb-4172	81	5	adapted	adapt	VERB
ajceb-4172	81	6	or	or	CCONJ
ajceb-4172	81	7	modified	modify	VERB
ajceb-4172	81	8	servqual	servqual	ADJ
ajceb-4172	81	9	to	to	PART
ajceb-4172	81	10	suit	suit	VERB
ajceb-4172	81	11	their	their	PRON
ajceb-4172	81	12	individual	individual	ADJ
ajceb-4172	81	13	market	market	NOUN
ajceb-4172	81	14	settings	setting	NOUN
ajceb-4172	81	15	,	,	PUNCT
ajceb-4172	81	16	but	but	CCONJ
ajceb-4172	81	17	these	these	DET
ajceb-4172	81	18	versions	version	NOUN
ajceb-4172	81	19	have	have	AUX
ajceb-4172	81	20	limited	limit	VERB
ajceb-4172	81	21	transferability	transferability	NOUN
ajceb-4172	81	22	as	as	SCONJ
ajceb-4172	81	23	customers	customer	NOUN
ajceb-4172	81	24	tend	tend	VERB
ajceb-4172	81	25	to	to	PART
ajceb-4172	81	26	change	change	VERB
ajceb-4172	81	27	behaviour	behaviour	NOUN
ajceb-4172	81	28	according	accord	VERB
ajceb-4172	81	29	to	to	ADP
ajceb-4172	81	30	the	the	DET
ajceb-4172	81	31	market	market	NOUN
ajceb-4172	81	32	conditions	condition	NOUN
ajceb-4172	81	33	they	they	PRON
ajceb-4172	81	34	encounter	encounter	VERB
ajceb-4172	81	35	(	(	PUNCT
ajceb-4172	81	36	seth	seth	PROPN
ajceb-4172	81	37	,	,	PUNCT
ajceb-4172	81	38	deshmukh	deshmukh	PROPN
ajceb-4172	81	39	and	and	CCONJ
ajceb-4172	81	40	vrat	vrat	NOUN
ajceb-4172	81	41	,	,	PUNCT
ajceb-4172	81	42	2005	2005	NUM
ajceb-4172	81	43	)	)	PUNCT
ajceb-4172	81	44	.	.	PUNCT
ajceb-4172	82	1	therefore	therefore	ADV
ajceb-4172	82	2	,	,	PUNCT
ajceb-4172	82	3	with	with	ADP
ajceb-4172	82	4	regard	regard	NOUN
ajceb-4172	82	5	to	to	ADP
ajceb-4172	82	6	australian	australian	ADJ
ajceb-4172	82	7	housing	housing	NOUN
ajceb-4172	82	8	customers	customer	NOUN
ajceb-4172	82	9	,	,	PUNCT
ajceb-4172	82	10	forsythe	forsythe	PROPN
ajceb-4172	82	11	’s	’s	PART
ajceb-4172	82	12	(	(	PUNCT
ajceb-4172	82	13	2007b	2007b	NUM
ajceb-4172	82	14	)	)	PUNCT
ajceb-4172	82	15	adaptation	adaptation	NOUN
ajceb-4172	82	16	of	of	ADP
ajceb-4172	82	17	servqual	servqual	ADJ
ajceb-4172	82	18	–	–	PUNCT
ajceb-4172	82	19	buildserv	buildserv	ADV
ajceb-4172	82	20	–	–	PUNCT
ajceb-4172	82	21	was	be	AUX
ajceb-4172	82	22	considered	consider	VERB
ajceb-4172	82	23	particularly	particularly	ADV
ajceb-4172	82	24	useful	useful	ADJ
ajceb-4172	82	25	to	to	ADP
ajceb-4172	82	26	this	this	DET
ajceb-4172	82	27	study	study	NOUN
ajceb-4172	82	28	(	(	PUNCT
ajceb-4172	82	29	see	see	VERB
ajceb-4172	82	30	appendix	appendix	NOUN
ajceb-4172	82	31	a	a	PRON
ajceb-4172	82	32	)	)	PUNCT
ajceb-4172	82	33	.	.	PUNCT
ajceb-4172	83	1	it	it	PRON
ajceb-4172	83	2	includes	include	VERB
ajceb-4172	83	3	two	two	NUM
ajceb-4172	83	4	additional	additional	ADJ
ajceb-4172	83	5	dimensions	dimension	NOUN
ajceb-4172	83	6	that	that	PRON
ajceb-4172	83	7	aim	aim	VERB
ajceb-4172	83	8	to	to	PART
ajceb-4172	83	9	tap	tap	VERB
ajceb-4172	83	10	into	into	ADP
ajceb-4172	83	11	the	the	DET
ajceb-4172	83	12	physical	physical	ADJ
ajceb-4172	83	13	nature	nature	NOUN
ajceb-4172	83	14	of	of	ADP
ajceb-4172	83	15	the	the	DET
ajceb-4172	83	16	work	work	NOUN
ajceb-4172	83	17	that	that	PRON
ajceb-4172	83	18	customers	customer	NOUN
ajceb-4172	83	19	will	will	AUX
ajceb-4172	83	20	observe	observe	VERB
ajceb-4172	83	21	during	during	ADP
ajceb-4172	83	22	onsite	onsite	ADJ
ajceb-4172	83	23	processes	process	NOUN
ajceb-4172	83	24	:	:	PUNCT
ajceb-4172	83	25	physical	physical	ADJ
ajceb-4172	83	26	work	work	NOUN
ajceb-4172	83	27	output	output	NOUN
ajceb-4172	83	28	(	(	PUNCT
ajceb-4172	83	29	the	the	DET
ajceb-4172	83	30	progressive	progressive	ADJ
ajceb-4172	83	31	realization	realization	NOUN
ajceb-4172	83	32	of	of	ADP
ajceb-4172	83	33	the	the	DET
ajceb-4172	83	34	end	end	NOUN
ajceb-4172	83	35	construction	construction	NOUN
ajceb-4172	83	36	economics	economic	NOUN
ajceb-4172	83	37	and	and	CCONJ
ajceb-4172	83	38	building	building	NOUN
ajceb-4172	83	39	,	,	PUNCT
ajceb-4172	83	40	15(1	15(1	NUM
ajceb-4172	83	41	)	)	PUNCT
ajceb-4172	83	42	,	,	PUNCT
ajceb-4172	83	43	19	19	NUM
ajceb-4172	83	44	-	-	SYM
ajceb-4172	83	45	42	42	NUM
ajceb-4172	83	46	forsythe	forsythe	PROPN
ajceb-4172	83	47	23	23	NUM
ajceb-4172	83	48	product	product	NOUN
ajceb-4172	83	49	)	)	PUNCT
ajceb-4172	83	50	,	,	PUNCT
ajceb-4172	83	51	and	and	CCONJ
ajceb-4172	83	52	care	care	VERB
ajceb-4172	83	53	in	in	ADP
ajceb-4172	83	54	execution	execution	NOUN
ajceb-4172	83	55	of	of	ADP
ajceb-4172	83	56	work	work	NOUN
ajceb-4172	83	57	(	(	PUNCT
ajceb-4172	83	58	the	the	DET
ajceb-4172	83	59	care	care	NOUN
ajceb-4172	83	60	taken	take	VERB
ajceb-4172	83	61	by	by	ADP
ajceb-4172	83	62	tradespeople	tradespeople	NOUN
ajceb-4172	83	63	during	during	ADP
ajceb-4172	83	64	the	the	DET
ajceb-4172	83	65	production	production	NOUN
ajceb-4172	83	66	process	process	NOUN
ajceb-4172	83	67	)	)	PUNCT
ajceb-4172	83	68	.	.	PUNCT
ajceb-4172	84	1	buildserv	buildserv	PROPN
ajceb-4172	84	2	merges	merge	VERB
ajceb-4172	84	3	expectations	expectation	NOUN
ajceb-4172	84	4	and	and	CCONJ
ajceb-4172	84	5	perceptions	perception	NOUN
ajceb-4172	84	6	into	into	ADP
ajceb-4172	84	7	a	a	DET
ajceb-4172	84	8	singular	singular	ADJ
ajceb-4172	84	9	measurement	measurement	NOUN
ajceb-4172	84	10	scale	scale	NOUN
ajceb-4172	84	11	,	,	PUNCT
ajceb-4172	84	12	in	in	ADP
ajceb-4172	84	13	response	response	NOUN
ajceb-4172	84	14	to	to	ADP
ajceb-4172	84	15	criticism	criticism	NOUN
ajceb-4172	84	16	of	of	ADP
ajceb-4172	84	17	their	their	PRON
ajceb-4172	84	18	separate	separate	ADJ
ajceb-4172	84	19	measurement	measurement	NOUN
ajceb-4172	84	20	(	(	PUNCT
ajceb-4172	84	21	forsythe	forsythe	PROPN
ajceb-4172	84	22	,	,	PUNCT
ajceb-4172	84	23	2007b	2007b	NUM
ajceb-4172	84	24	)	)	PUNCT
ajceb-4172	84	25	.	.	PUNCT
ajceb-4172	85	1	customer	customer	NOUN
ajceb-4172	85	2	satisfaction	satisfaction	NOUN
ajceb-4172	85	3	and	and	CCONJ
ajceb-4172	85	4	linkages	linkage	NOUN
ajceb-4172	85	5	to	to	PART
ajceb-4172	85	6	service	service	NOUN
ajceb-4172	85	7	quality	quality	NOUN
ajceb-4172	85	8	for	for	ADP
ajceb-4172	85	9	many	many	ADJ
ajceb-4172	85	10	years	year	NOUN
ajceb-4172	85	11	,	,	PUNCT
ajceb-4172	85	12	concepts	concept	NOUN
ajceb-4172	85	13	of	of	ADP
ajceb-4172	85	14	customer	customer	NOUN
ajceb-4172	85	15	satisfaction	satisfaction	NOUN
ajceb-4172	85	16	have	have	AUX
ajceb-4172	85	17	been	be	AUX
ajceb-4172	85	18	structured	structure	VERB
ajceb-4172	85	19	around	around	ADP
ajceb-4172	85	20	the	the	DET
ajceb-4172	85	21	way	way	NOUN
ajceb-4172	85	22	that	that	PRON
ajceb-4172	85	23	expectations	expectation	NOUN
ajceb-4172	85	24	act	act	VERB
ajceb-4172	85	25	as	as	ADP
ajceb-4172	85	26	a	a	DET
ajceb-4172	85	27	comparison	comparison	NOUN
ajceb-4172	85	28	standard	standard	NOUN
ajceb-4172	85	29	for	for	ADP
ajceb-4172	85	30	making	make	VERB
ajceb-4172	85	31	satisfaction	satisfaction	NOUN
ajceb-4172	85	32	evaluations	evaluation	NOUN
ajceb-4172	85	33	.	.	PUNCT
ajceb-4172	86	1	conceptualizations	conceptualization	NOUN
ajceb-4172	86	2	of	of	ADP
ajceb-4172	86	3	satisfaction	satisfaction	NOUN
ajceb-4172	86	4	differ	differ	VERB
ajceb-4172	86	5	from	from	ADP
ajceb-4172	86	6	those	those	PRON
ajceb-4172	86	7	discussed	discuss	VERB
ajceb-4172	86	8	under	under	ADP
ajceb-4172	86	9	the	the	DET
ajceb-4172	86	10	development	development	NOUN
ajceb-4172	86	11	of	of	ADP
ajceb-4172	86	12	service	service	NOUN
ajceb-4172	86	13	quality	quality	NOUN
ajceb-4172	86	14	and	and	CCONJ
ajceb-4172	86	15	go	go	VERB
ajceb-4172	86	16	as	as	ADV
ajceb-4172	86	17	far	far	ADV
ajceb-4172	86	18	back	back	ADV
ajceb-4172	86	19	as	as	ADP
ajceb-4172	86	20	the	the	DET
ajceb-4172	86	21	mid-1960s	mid-1960	NOUN
ajceb-4172	86	22	via	via	ADP
ajceb-4172	86	23	authors	author	NOUN
ajceb-4172	86	24	such	such	ADJ
ajceb-4172	86	25	as	as	ADP
ajceb-4172	86	26	cardozo	cardozo	PROPN
ajceb-4172	86	27	(	(	PUNCT
ajceb-4172	86	28	1965	1965	NUM
ajceb-4172	86	29	)	)	PUNCT
ajceb-4172	86	30	.	.	PUNCT
ajceb-4172	87	1	the	the	DET
ajceb-4172	87	2	disconfirmation	disconfirmation	NOUN
ajceb-4172	87	3	of	of	ADP
ajceb-4172	87	4	expectations	expectation	NOUN
ajceb-4172	87	5	paradigm	paradigm	NOUN
ajceb-4172	87	6	was	be	AUX
ajceb-4172	87	7	developed	develop	VERB
ajceb-4172	87	8	by	by	ADP
ajceb-4172	87	9	oliver	oliver	PROPN
ajceb-4172	87	10	(	(	PUNCT
ajceb-4172	87	11	1980a	1980a	NUM
ajceb-4172	87	12	;	;	PUNCT
ajceb-4172	87	13	1980b	1980b	NUM
ajceb-4172	87	14	,	,	PUNCT
ajceb-4172	87	15	1993	1993	NUM
ajceb-4172	87	16	;	;	PUNCT
ajceb-4172	87	17	2006	2006	NUM
ajceb-4172	87	18	;	;	PUNCT
ajceb-4172	87	19	2010	2010	NUM
ajceb-4172	87	20	)	)	PUNCT
ajceb-4172	87	21	and	and	CCONJ
ajceb-4172	87	22	has	have	AUX
ajceb-4172	87	23	dominated	dominate	VERB
ajceb-4172	87	24	debate	debate	NOUN
ajceb-4172	87	25	about	about	ADP
ajceb-4172	87	26	satisfaction	satisfaction	NOUN
ajceb-4172	87	27	for	for	ADP
ajceb-4172	87	28	much	much	ADJ
ajceb-4172	87	29	of	of	ADP
ajceb-4172	87	30	the	the	DET
ajceb-4172	87	31	subsequent	subsequent	ADJ
ajceb-4172	87	32	period	period	NOUN
ajceb-4172	87	33	(	(	PUNCT
ajceb-4172	87	34	magnini	magnini	NOUN
ajceb-4172	87	35	,	,	PUNCT
ajceb-4172	87	36	et	et	PROPN
ajceb-4172	87	37	al	al	PROPN
ajceb-4172	87	38	.	.	PROPN
ajceb-4172	87	39	,	,	PUNCT
ajceb-4172	87	40	2012	2012	NUM
ajceb-4172	87	41	;	;	PUNCT
ajceb-4172	87	42	patterson	patterson	PROPN
ajceb-4172	87	43	and	and	CCONJ
ajceb-4172	87	44	johnson	johnson	PROPN
ajceb-4172	87	45	,	,	PUNCT
ajceb-4172	87	46	1993	1993	NUM
ajceb-4172	87	47	;	;	PUNCT
ajceb-4172	87	48	spreng	spreng	PROPN
ajceb-4172	87	49	and	and	CCONJ
ajceb-4172	87	50	mackoy	mackoy	NOUN
ajceb-4172	87	51	,	,	PUNCT
ajceb-4172	87	52	1996	1996	NUM
ajceb-4172	87	53	;	;	PUNCT
ajceb-4172	87	54	yüksel	yüksel	PROPN
ajceb-4172	87	55	and	and	CCONJ
ajceb-4172	87	56	yüksel	yüksel	PROPN
ajceb-4172	87	57	,	,	PUNCT
ajceb-4172	87	58	2001	2001	NUM
ajceb-4172	87	59	)	)	PUNCT
ajceb-4172	87	60	.	.	PUNCT
ajceb-4172	88	1	ostensibly	ostensibly	ADV
ajceb-4172	88	2	,	,	PUNCT
ajceb-4172	88	3	the	the	DET
ajceb-4172	88	4	model	model	NOUN
ajceb-4172	88	5	posits	posit	NOUN
ajceb-4172	88	6	that	that	PRON
ajceb-4172	88	7	satisfaction	satisfaction	NOUN
ajceb-4172	88	8	is	be	AUX
ajceb-4172	88	9	based	base	VERB
ajceb-4172	88	10	on	on	ADP
ajceb-4172	88	11	a	a	DET
ajceb-4172	88	12	disconfirmation	disconfirmation	NOUN
ajceb-4172	88	13	of	of	ADP
ajceb-4172	88	14	pre	pre	ADJ
ajceb-4172	88	15	-	-	NOUN
ajceb-4172	88	16	purchase	purchase	NOUN
ajceb-4172	88	17	expectations	expectation	NOUN
ajceb-4172	88	18	and	and	CCONJ
ajceb-4172	88	19	post	post	ADJ
ajceb-4172	88	20	-	-	ADJ
ajceb-4172	88	21	purchase	purchase	ADJ
ajceb-4172	88	22	perceptions	perception	NOUN
ajceb-4172	88	23	,	,	PUNCT
ajceb-4172	88	24	being	be	AUX
ajceb-4172	88	25	a	a	DET
ajceb-4172	88	26	comparative	comparative	ADJ
ajceb-4172	88	27	evaluation	evaluation	NOUN
ajceb-4172	88	28	that	that	PRON
ajceb-4172	88	29	influences	influence	VERB
ajceb-4172	88	30	the	the	DET
ajceb-4172	88	31	strength	strength	NOUN
ajceb-4172	88	32	and	and	CCONJ
ajceb-4172	88	33	direction	direction	NOUN
ajceb-4172	88	34	of	of	ADP
ajceb-4172	88	35	customer	customer	NOUN
ajceb-4172	88	36	satisfaction	satisfaction	NOUN
ajceb-4172	88	37	/	/	SYM
ajceb-4172	88	38	dissatisfaction	dissatisfaction	NOUN
ajceb-4172	88	39	(	(	PUNCT
ajceb-4172	88	40	oliver	oliver	ADV
ajceb-4172	88	41	,	,	PUNCT
ajceb-4172	88	42	1993	1993	NUM
ajceb-4172	88	43	)	)	PUNCT
ajceb-4172	88	44	.	.	PUNCT
ajceb-4172	89	1	the	the	DET
ajceb-4172	89	2	evaluation	evaluation	NOUN
ajceb-4172	89	3	focuses	focus	VERB
ajceb-4172	89	4	on	on	ADP
ajceb-4172	89	5	an	an	DET
ajceb-4172	89	6	affective	affective	ADJ
ajceb-4172	89	7	or	or	CCONJ
ajceb-4172	89	8	emotional	emotional	ADJ
ajceb-4172	89	9	response	response	NOUN
ajceb-4172	89	10	(	(	PUNCT
ajceb-4172	89	11	oliver	oliver	ADV
ajceb-4172	89	12	,	,	PUNCT
ajceb-4172	89	13	1981	1981	NUM
ajceb-4172	89	14	)	)	PUNCT
ajceb-4172	89	15	.	.	PUNCT
ajceb-4172	90	1	the	the	DET
ajceb-4172	90	2	disconfirmation	disconfirmation	NOUN
ajceb-4172	90	3	model	model	NOUN
ajceb-4172	90	4	and	and	CCONJ
ajceb-4172	90	5	other	other	ADJ
ajceb-4172	90	6	conceptualizations	conceptualization	NOUN
ajceb-4172	90	7	of	of	ADP
ajceb-4172	90	8	satisfaction	satisfaction	NOUN
ajceb-4172	90	9	was	be	AUX
ajceb-4172	90	10	discussed	discuss	VERB
ajceb-4172	90	11	by	by	ADP
ajceb-4172	90	12	yi	yi	PROPN
ajceb-4172	90	13	(	(	PUNCT
ajceb-4172	90	14	1990	1990	NUM
ajceb-4172	90	15	)	)	PUNCT
ajceb-4172	90	16	and	and	CCONJ
ajceb-4172	90	17	more	more	ADV
ajceb-4172	90	18	recently	recently	ADV
ajceb-4172	90	19	seth	seth	PROPN
ajceb-4172	90	20	,	,	PUNCT
ajceb-4172	90	21	deshmukh	deshmukh	PROPN
ajceb-4172	90	22	and	and	CCONJ
ajceb-4172	90	23	vrat	vrat	NOUN
ajceb-4172	90	24	(	(	PUNCT
ajceb-4172	90	25	2005	2005	NUM
ajceb-4172	90	26	)	)	PUNCT
ajceb-4172	90	27	.	.	PUNCT
ajceb-4172	91	1	yi	yi	PROPN
ajceb-4172	91	2	’s	’s	PART
ajceb-4172	91	3	(	(	PUNCT
ajceb-4172	91	4	1990	1990	NUM
ajceb-4172	91	5	)	)	PUNCT
ajceb-4172	91	6	well	well	ADV
ajceb-4172	91	7	-	-	PUNCT
ajceb-4172	91	8	structured	structure	VERB
ajceb-4172	91	9	critical	critical	ADJ
ajceb-4172	91	10	analysis	analysis	NOUN
ajceb-4172	91	11	divided	divide	VERB
ajceb-4172	91	12	the	the	DET
ajceb-4172	91	13	debate	debate	NOUN
ajceb-4172	91	14	about	about	ADP
ajceb-4172	91	15	satisfaction	satisfaction	NOUN
ajceb-4172	91	16	into	into	ADP
ajceb-4172	91	17	its	its	PRON
ajceb-4172	91	18	definition	definition	NOUN
ajceb-4172	91	19	,	,	PUNCT
ajceb-4172	91	20	measurement	measurement	NOUN
ajceb-4172	91	21	,	,	PUNCT
ajceb-4172	91	22	antecedents	antecedent	NOUN
ajceb-4172	91	23	and	and	CCONJ
ajceb-4172	91	24	consequences	consequence	NOUN
ajceb-4172	91	25	.	.	PUNCT
ajceb-4172	92	1	yi	yi	PROPN
ajceb-4172	92	2	(	(	PUNCT
ajceb-4172	92	3	1990	1990	NUM
ajceb-4172	92	4	)	)	PUNCT
ajceb-4172	92	5	supported	support	VERB
ajceb-4172	92	6	the	the	DET
ajceb-4172	92	7	view	view	NOUN
ajceb-4172	92	8	that	that	SCONJ
ajceb-4172	92	9	satisfaction	satisfaction	NOUN
ajceb-4172	92	10	evaluations	evaluation	NOUN
ajceb-4172	92	11	are	be	AUX
ajceb-4172	92	12	based	base	VERB
ajceb-4172	92	13	on	on	ADP
ajceb-4172	92	14	a	a	DET
ajceb-4172	92	15	comparison	comparison	NOUN
ajceb-4172	92	16	standard	standard	NOUN
ajceb-4172	92	17	whereby	whereby	SCONJ
ajceb-4172	92	18	satisfaction	satisfaction	NOUN
ajceb-4172	92	19	is	be	AUX
ajceb-4172	92	20	found	find	VERB
ajceb-4172	92	21	to	to	PART
ajceb-4172	92	22	be	be	AUX
ajceb-4172	92	23	a	a	DET
ajceb-4172	92	24	result	result	NOUN
ajceb-4172	92	25	of	of	ADP
ajceb-4172	92	26	pre	pre	ADJ
ajceb-4172	92	27	-	-	ADJ
ajceb-4172	92	28	experience	experience	ADJ
ajceb-4172	92	29	comparison	comparison	NOUN
ajceb-4172	92	30	standards	standard	NOUN
ajceb-4172	92	31	and	and	CCONJ
ajceb-4172	92	32	disconfirmation	disconfirmation	NOUN
ajceb-4172	92	33	.	.	PUNCT
ajceb-4172	93	1	as	as	SCONJ
ajceb-4172	93	2	his	his	PRON
ajceb-4172	93	3	findings	finding	NOUN
ajceb-4172	93	4	were	be	AUX
ajceb-4172	93	5	consistent	consistent	ADJ
ajceb-4172	93	6	with	with	ADP
ajceb-4172	93	7	oliver	oliver	PROPN
ajceb-4172	93	8	’s	’s	PROPN
ajceb-4172	93	9	model	model	NOUN
ajceb-4172	93	10	,	,	PUNCT
ajceb-4172	93	11	credence	credence	NOUN
ajceb-4172	93	12	is	be	AUX
ajceb-4172	93	13	given	give	VERB
ajceb-4172	93	14	to	to	ADP
ajceb-4172	93	15	this	this	DET
ajceb-4172	93	16	model	model	NOUN
ajceb-4172	93	17	in	in	ADP
ajceb-4172	93	18	this	this	DET
ajceb-4172	93	19	study	study	NOUN
ajceb-4172	93	20	.	.	PUNCT
ajceb-4172	94	1	for	for	ADP
ajceb-4172	94	2	some	some	DET
ajceb-4172	94	3	time	time	NOUN
ajceb-4172	94	4	,	,	PUNCT
ajceb-4172	94	5	customer	customer	NOUN
ajceb-4172	94	6	satisfaction	satisfaction	NOUN
ajceb-4172	94	7	and	and	CCONJ
ajceb-4172	94	8	service	service	NOUN
ajceb-4172	94	9	quality	quality	NOUN
ajceb-4172	94	10	were	be	AUX
ajceb-4172	94	11	studied	study	VERB
ajceb-4172	94	12	purely	purely	ADV
ajceb-4172	94	13	as	as	ADP
ajceb-4172	94	14	separate	separate	ADJ
ajceb-4172	94	15	constructs	construct	NOUN
ajceb-4172	94	16	,	,	PUNCT
ajceb-4172	94	17	but	but	CCONJ
ajceb-4172	94	18	there	there	PRON
ajceb-4172	94	19	was	be	VERB
ajceb-4172	94	20	an	an	DET
ajceb-4172	94	21	obvious	obvious	ADJ
ajceb-4172	94	22	need	need	NOUN
ajceb-4172	94	23	to	to	PART
ajceb-4172	94	24	ultimately	ultimately	ADV
ajceb-4172	94	25	determine	determine	VERB
ajceb-4172	94	26	the	the	DET
ajceb-4172	94	27	relationship	relationship	NOUN
ajceb-4172	94	28	between	between	ADP
ajceb-4172	94	29	them	they	PRON
ajceb-4172	94	30	(	(	PUNCT
ajceb-4172	94	31	bei	bei	NOUN
ajceb-4172	94	32	and	and	CCONJ
ajceb-4172	94	33	chiao	chiao	PROPN
ajceb-4172	94	34	,	,	PUNCT
ajceb-4172	94	35	2001	2001	NUM
ajceb-4172	94	36	;	;	PUNCT
ajceb-4172	94	37	cronin	cronin	PROPN
ajceb-4172	94	38	jr	jr	PROPN
ajceb-4172	94	39	,	,	PUNCT
ajceb-4172	94	40	et	et	PROPN
ajceb-4172	94	41	al	al	PROPN
ajceb-4172	94	42	.	.	PROPN
ajceb-4172	94	43	,	,	PUNCT
ajceb-4172	94	44	2000	2000	NUM
ajceb-4172	94	45	)	)	PUNCT
ajceb-4172	94	46	.	.	PUNCT
ajceb-4172	95	1	the	the	DET
ajceb-4172	95	2	importance	importance	NOUN
ajceb-4172	95	3	of	of	ADP
ajceb-4172	95	4	service	service	NOUN
ajceb-4172	95	5	quality	quality	NOUN
ajceb-4172	95	6	as	as	ADP
ajceb-4172	95	7	an	an	DET
ajceb-4172	95	8	input	input	NOUN
ajceb-4172	95	9	into	into	ADP
ajceb-4172	95	10	customer	customer	NOUN
ajceb-4172	95	11	satisfaction	satisfaction	NOUN
ajceb-4172	95	12	is	be	AUX
ajceb-4172	95	13	supported	support	VERB
ajceb-4172	95	14	by	by	ADP
ajceb-4172	95	15	other	other	ADJ
ajceb-4172	95	16	authors	author	NOUN
ajceb-4172	95	17	including	include	VERB
ajceb-4172	95	18	cronin	cronin	PROPN
ajceb-4172	95	19	and	and	CCONJ
ajceb-4172	95	20	taylor	taylor	PROPN
ajceb-4172	95	21	(	(	PUNCT
ajceb-4172	95	22	1992	1992	NUM
ajceb-4172	95	23	)	)	PUNCT
ajceb-4172	95	24	,	,	PUNCT
ajceb-4172	95	25	oliver	oliver	PROPN
ajceb-4172	95	26	(	(	PUNCT
ajceb-4172	95	27	1993	1993	NUM
ajceb-4172	95	28	)	)	PUNCT
ajceb-4172	95	29	,	,	PUNCT
ajceb-4172	95	30	parasuraman	parasuraman	NOUN
ajceb-4172	95	31	,	,	PUNCT
ajceb-4172	95	32	zeithaml	zeithaml	NOUN
ajceb-4172	95	33	and	and	CCONJ
ajceb-4172	95	34	berry	berry	NOUN
ajceb-4172	95	35	(	(	PUNCT
ajceb-4172	95	36	1994a	1994a	NUM
ajceb-4172	95	37	;	;	PUNCT
ajceb-4172	95	38	1994b	1994b	NUM
ajceb-4172	95	39	)	)	PUNCT
ajceb-4172	95	40	,	,	PUNCT
ajceb-4172	95	41	patterson	patterson	PROPN
ajceb-4172	95	42	and	and	CCONJ
ajceb-4172	95	43	johnson	johnson	PROPN
ajceb-4172	95	44	(	(	PUNCT
ajceb-4172	95	45	1993	1993	NUM
ajceb-4172	95	46	)	)	PUNCT
ajceb-4172	95	47	and	and	CCONJ
ajceb-4172	95	48	spreng	spreng	NOUN
ajceb-4172	95	49	and	and	CCONJ
ajceb-4172	95	50	mackoy	mackoy	NOUN
ajceb-4172	95	51	(	(	PUNCT
ajceb-4172	95	52	1996	1996	NUM
ajceb-4172	95	53	)	)	PUNCT
ajceb-4172	95	54	.	.	PUNCT
ajceb-4172	96	1	even	even	ADV
ajceb-4172	96	2	so	so	ADV
ajceb-4172	96	3	,	,	PUNCT
ajceb-4172	96	4	specifics	specific	NOUN
ajceb-4172	96	5	relating	relate	VERB
ajceb-4172	96	6	to	to	ADP
ajceb-4172	96	7	the	the	DET
ajceb-4172	96	8	construction	construction	NOUN
ajceb-4172	96	9	industry	industry	NOUN
ajceb-4172	96	10	still	still	ADV
ajceb-4172	96	11	represent	represent	VERB
ajceb-4172	96	12	a	a	DET
ajceb-4172	96	13	relatively	relatively	ADV
ajceb-4172	96	14	under	under	ADV
ajceb-4172	96	15	-	-	PUNCT
ajceb-4172	96	16	researched	research	VERB
ajceb-4172	96	17	area	area	NOUN
ajceb-4172	96	18	.	.	PUNCT
ajceb-4172	97	1	past	past	ADJ
ajceb-4172	97	2	work	work	NOUN
ajceb-4172	97	3	by	by	ADP
ajceb-4172	97	4	oliver	oliver	PROPN
ajceb-4172	97	5	(	(	PUNCT
ajceb-4172	97	6	1993	1993	NUM
ajceb-4172	97	7	;	;	PUNCT
ajceb-4172	97	8	2010	2010	NUM
ajceb-4172	97	9	)	)	PUNCT
ajceb-4172	97	10	provides	provide	VERB
ajceb-4172	97	11	a	a	DET
ajceb-4172	97	12	degree	degree	NOUN
ajceb-4172	97	13	of	of	ADP
ajceb-4172	97	14	guidance	guidance	NOUN
ajceb-4172	97	15	in	in	ADP
ajceb-4172	97	16	a	a	DET
ajceb-4172	97	17	proposed	propose	VERB
ajceb-4172	97	18	model	model	NOUN
ajceb-4172	97	19	that	that	PRON
ajceb-4172	97	20	sees	see	VERB
ajceb-4172	97	21	service	service	NOUN
ajceb-4172	97	22	quality	quality	NOUN
ajceb-4172	97	23	as	as	ADP
ajceb-4172	97	24	an	an	DET
ajceb-4172	97	25	antecedent	antecedent	NOUN
ajceb-4172	97	26	to	to	ADP
ajceb-4172	97	27	customer	customer	NOUN
ajceb-4172	97	28	satisfaction	satisfaction	NOUN
ajceb-4172	97	29	.	.	PUNCT
ajceb-4172	98	1	further	far	ADV
ajceb-4172	98	2	,	,	PUNCT
ajceb-4172	98	3	he	he	PRON
ajceb-4172	98	4	modelled	model	VERB
ajceb-4172	98	5	customer	customer	NOUN
ajceb-4172	98	6	satisfaction	satisfaction	NOUN
ajceb-4172	98	7	as	as	ADP
ajceb-4172	98	8	being	be	AUX
ajceb-4172	98	9	based	base	VERB
ajceb-4172	98	10	on	on	ADP
ajceb-4172	98	11	predictive	predictive	ADJ
ajceb-4172	98	12	expectations	expectation	NOUN
ajceb-4172	98	13	(	(	PUNCT
ajceb-4172	98	14	or	or	CCONJ
ajceb-4172	98	15	what	what	PRON
ajceb-4172	98	16	customers	customer	NOUN
ajceb-4172	98	17	expect	expect	VERB
ajceb-4172	98	18	will	will	AUX
ajceb-4172	98	19	happen	happen	VERB
ajceb-4172	98	20	in	in	ADP
ajceb-4172	98	21	a	a	DET
ajceb-4172	98	22	given	give	VERB
ajceb-4172	98	23	purchasing	purchase	VERB
ajceb-4172	98	24	situation	situation	NOUN
ajceb-4172	98	25	)	)	PUNCT
ajceb-4172	98	26	,	,	PUNCT
ajceb-4172	98	27	while	while	SCONJ
ajceb-4172	98	28	service	service	NOUN
ajceb-4172	98	29	quality	quality	NOUN
ajceb-4172	98	30	was	be	AUX
ajceb-4172	98	31	based	base	VERB
ajceb-4172	98	32	on	on	ADP
ajceb-4172	98	33	customers	customer	NOUN
ajceb-4172	98	34	’	'	PUNCT
ajceb-4172	98	35	idealized	idealize	VERB
ajceb-4172	98	36	or	or	CCONJ
ajceb-4172	98	37	desired	desire	VERB
ajceb-4172	98	38	expectations	expectation	NOUN
ajceb-4172	98	39	(	(	PUNCT
ajceb-4172	98	40	or	or	CCONJ
ajceb-4172	98	41	what	what	PRON
ajceb-4172	98	42	customers	customer	NOUN
ajceb-4172	98	43	expect	expect	VERB
ajceb-4172	98	44	should	should	AUX
ajceb-4172	98	45	happen	happen	VERB
ajceb-4172	98	46	)	)	PUNCT
ajceb-4172	98	47	.	.	PUNCT
ajceb-4172	99	1	oliver	oliver	PROPN
ajceb-4172	99	2	’s	’s	PROPN
ajceb-4172	99	3	model	model	NOUN
ajceb-4172	99	4	(	(	PUNCT
ajceb-4172	99	5	1993	1993	NUM
ajceb-4172	99	6	)	)	PUNCT
ajceb-4172	99	7	was	be	AUX
ajceb-4172	99	8	statistically	statistically	ADV
ajceb-4172	99	9	tested	test	VERB
ajceb-4172	99	10	for	for	ADP
ajceb-4172	99	11	structural	structural	ADJ
ajceb-4172	99	12	validity	validity	NOUN
ajceb-4172	99	13	by	by	ADP
ajceb-4172	99	14	spreng	spreng	PROPN
ajceb-4172	99	15	and	and	CCONJ
ajceb-4172	99	16	mackoy	mackoy	NOUN
ajceb-4172	99	17	(	(	PUNCT
ajceb-4172	99	18	1996	1996	NUM
ajceb-4172	99	19	)	)	PUNCT
ajceb-4172	99	20	,	,	PUNCT
ajceb-4172	99	21	whose	whose	DET
ajceb-4172	99	22	results	result	NOUN
ajceb-4172	99	23	confirmed	confirm	VERB
ajceb-4172	99	24	that	that	SCONJ
ajceb-4172	99	25	service	service	NOUN
ajceb-4172	99	26	quality	quality	NOUN
ajceb-4172	99	27	is	be	AUX
ajceb-4172	99	28	an	an	DET
ajceb-4172	99	29	antecedent	antecedent	NOUN
ajceb-4172	99	30	to	to	ADP
ajceb-4172	99	31	customer	customer	NOUN
ajceb-4172	99	32	satisfaction	satisfaction	NOUN
ajceb-4172	99	33	as	as	ADV
ajceb-4172	99	34	well	well	ADV
ajceb-4172	99	35	as	as	ADP
ajceb-4172	99	36	being	be	AUX
ajceb-4172	99	37	strongly	strongly	ADV
ajceb-4172	99	38	related	related	ADJ
ajceb-4172	99	39	to	to	ADP
ajceb-4172	99	40	it	it	PRON
ajceb-4172	99	41	.	.	PUNCT
ajceb-4172	100	1	though	though	SCONJ
ajceb-4172	100	2	there	there	PRON
ajceb-4172	100	3	is	be	VERB
ajceb-4172	100	4	still	still	ADV
ajceb-4172	100	5	ongoing	ongoing	ADJ
ajceb-4172	100	6	debate	debate	NOUN
ajceb-4172	100	7	about	about	ADP
ajceb-4172	100	8	the	the	DET
ajceb-4172	100	9	finer	fine	ADJ
ajceb-4172	100	10	points	point	NOUN
ajceb-4172	100	11	of	of	ADP
ajceb-4172	100	12	how	how	SCONJ
ajceb-4172	100	13	the	the	DET
ajceb-4172	100	14	two	two	NUM
ajceb-4172	100	15	constructs	construct	NOUN
ajceb-4172	100	16	are	be	AUX
ajceb-4172	100	17	related	relate	VERB
ajceb-4172	100	18	,	,	PUNCT
ajceb-4172	100	19	the	the	DET
ajceb-4172	100	20	use	use	NOUN
ajceb-4172	100	21	of	of	ADP
ajceb-4172	100	22	different	different	ADJ
ajceb-4172	100	23	expectation	expectation	NOUN
ajceb-4172	100	24	standards	standard	NOUN
ajceb-4172	100	25	was	be	AUX
ajceb-4172	100	26	adopted	adopt	VERB
ajceb-4172	100	27	when	when	SCONJ
ajceb-4172	100	28	measuring	measure	VERB
ajceb-4172	100	29	customer	customer	NOUN
ajceb-4172	100	30	satisfaction	satisfaction	NOUN
ajceb-4172	100	31	and	and	CCONJ
ajceb-4172	100	32	service	service	NOUN
ajceb-4172	100	33	quality	quality	NOUN
ajceb-4172	100	34	in	in	ADP
ajceb-4172	100	35	this	this	DET
ajceb-4172	100	36	research	research	NOUN
ajceb-4172	100	37	(	(	PUNCT
ajceb-4172	100	38	see	see	VERB
ajceb-4172	100	39	appendix	appendix	NOUN
ajceb-4172	100	40	a	a	PRON
ajceb-4172	100	41	)	)	PUNCT
ajceb-4172	100	42	.	.	PUNCT
ajceb-4172	101	1	customer	customer	NOUN
ajceb-4172	101	2	expectations	expectation	NOUN
ajceb-4172	101	3	in	in	ADP
ajceb-4172	101	4	housing	housing	NOUN
ajceb-4172	101	5	construction	construction	NOUN
ajceb-4172	101	6	as	as	SCONJ
ajceb-4172	101	7	indicated	indicate	VERB
ajceb-4172	101	8	above	above	ADV
ajceb-4172	101	9	,	,	PUNCT
ajceb-4172	101	10	expectations	expectation	NOUN
ajceb-4172	101	11	play	play	VERB
ajceb-4172	101	12	an	an	DET
ajceb-4172	101	13	important	important	ADJ
ajceb-4172	101	14	role	role	NOUN
ajceb-4172	101	15	in	in	ADP
ajceb-4172	101	16	predicting	predict	VERB
ajceb-4172	101	17	and	and	CCONJ
ajceb-4172	101	18	influencing	influence	VERB
ajceb-4172	101	19	what	what	PRON
ajceb-4172	101	20	customers	customer	NOUN
ajceb-4172	101	21	will	will	AUX
ajceb-4172	101	22	be	be	AUX
ajceb-4172	101	23	attuned	attune	VERB
ajceb-4172	101	24	to	to	ADP
ajceb-4172	101	25	in	in	ADP
ajceb-4172	101	26	their	their	PRON
ajceb-4172	101	27	satisfaction	satisfaction	NOUN
ajceb-4172	101	28	and	and	CCONJ
ajceb-4172	101	29	service	service	NOUN
ajceb-4172	101	30	quality	quality	NOUN
ajceb-4172	101	31	evaluations	evaluation	NOUN
ajceb-4172	101	32	.	.	PUNCT
ajceb-4172	102	1	little	little	ADJ
ajceb-4172	102	2	conceptual	conceptual	ADJ
ajceb-4172	102	3	development	development	NOUN
ajceb-4172	102	4	could	could	AUX
ajceb-4172	102	5	be	be	AUX
ajceb-4172	102	6	found	find	VERB
ajceb-4172	102	7	specifically	specifically	ADV
ajceb-4172	102	8	on	on	ADP
ajceb-4172	102	9	expectations	expectation	NOUN
ajceb-4172	102	10	within	within	ADP
ajceb-4172	102	11	the	the	DET
ajceb-4172	102	12	construction	construction	NOUN
ajceb-4172	102	13	literature	literature	NOUN
ajceb-4172	102	14	.	.	PUNCT
ajceb-4172	103	1	the	the	DET
ajceb-4172	103	2	main	main	ADJ
ajceb-4172	103	3	exception	exception	NOUN
ajceb-4172	103	4	is	be	AUX
ajceb-4172	103	5	forsythe	forsythe	PROPN
ajceb-4172	103	6	’s	’s	PART
ajceb-4172	103	7	(	(	PUNCT
ajceb-4172	103	8	2012	2012	NUM
ajceb-4172	103	9	)	)	PUNCT
ajceb-4172	103	10	study	study	NOUN
ajceb-4172	103	11	of	of	ADP
ajceb-4172	103	12	the	the	DET
ajceb-4172	103	13	expectations	expectation	NOUN
ajceb-4172	103	14	of	of	ADP
ajceb-4172	103	15	a	a	DET
ajceb-4172	103	16	sample	sample	NOUN
ajceb-4172	103	17	of	of	ADP
ajceb-4172	103	18	52	52	NUM
ajceb-4172	103	19	australian	australian	ADJ
ajceb-4172	103	20	housing	housing	NOUN
ajceb-4172	103	21	construction	construction	NOUN
ajceb-4172	103	22	customers	customer	NOUN
ajceb-4172	103	23	,	,	PUNCT
ajceb-4172	103	24	which	which	PRON
ajceb-4172	103	25	examined	examine	VERB
ajceb-4172	103	26	the	the	DET
ajceb-4172	103	27	process	process	NOUN
ajceb-4172	103	28	they	they	PRON
ajceb-4172	103	29	went	go	VERB
ajceb-4172	103	30	through	through	ADP
ajceb-4172	103	31	when	when	SCONJ
ajceb-4172	103	32	selecting	select	VERB
ajceb-4172	103	33	a	a	DET
ajceb-4172	103	34	construction	construction	NOUN
ajceb-4172	103	35	contractor	contractor	NOUN
ajceb-4172	103	36	.	.	PUNCT
ajceb-4172	104	1	his	his	PRON
ajceb-4172	104	2	modelling	modelling	NOUN
ajceb-4172	104	3	of	of	ADP
ajceb-4172	104	4	behaviour	behaviour	NOUN
ajceb-4172	104	5	patterns	pattern	NOUN
ajceb-4172	104	6	identified	identify	VERB
ajceb-4172	104	7	two	two	NUM
ajceb-4172	104	8	contrasting	contrast	VERB
ajceb-4172	104	9	customer	customer	NOUN
ajceb-4172	104	10	types	type	NOUN
ajceb-4172	104	11	–	–	PUNCT
ajceb-4172	104	12	where	where	SCONJ
ajceb-4172	104	13	service	service	NOUN
ajceb-4172	104	14	quality	quality	NOUN
ajceb-4172	104	15	was	be	AUX
ajceb-4172	104	16	fully	fully	ADV
ajceb-4172	104	17	present	present	ADJ
ajceb-4172	104	18	or	or	CCONJ
ajceb-4172	104	19	fully	fully	ADV
ajceb-4172	104	20	absent	absent	ADJ
ajceb-4172	104	21	–	–	PUNCT
ajceb-4172	104	22	in	in	ADP
ajceb-4172	104	23	the	the	DET
ajceb-4172	104	24	choice	choice	NOUN
ajceb-4172	104	25	of	of	ADP
ajceb-4172	104	26	construction	construction	NOUN
ajceb-4172	104	27	economics	economic	NOUN
ajceb-4172	104	28	and	and	CCONJ
ajceb-4172	104	29	building	building	NOUN
ajceb-4172	104	30	,	,	PUNCT
ajceb-4172	104	31	15(1	15(1	NUM
ajceb-4172	104	32	)	)	PUNCT
ajceb-4172	104	33	,	,	PUNCT
ajceb-4172	104	34	19	19	NUM
ajceb-4172	104	35	-	-	SYM
ajceb-4172	104	36	42	42	NUM
ajceb-4172	104	37	forsythe	forsythe	PROPN
ajceb-4172	104	38	24	24	NUM
ajceb-4172	104	39	contractor	contractor	NOUN
ajceb-4172	104	40	.	.	PUNCT
ajceb-4172	105	1	as	as	SCONJ
ajceb-4172	105	2	this	this	DET
ajceb-4172	105	3	research	research	NOUN
ajceb-4172	105	4	focuses	focus	VERB
ajceb-4172	105	5	on	on	ADP
ajceb-4172	105	6	service	service	NOUN
ajceb-4172	105	7	quality	quality	NOUN
ajceb-4172	105	8	,	,	PUNCT
ajceb-4172	105	9	it	it	PRON
ajceb-4172	105	10	leveraged	leverage	VERB
ajceb-4172	105	11	forsythe	forsythe	PROPN
ajceb-4172	105	12	’s	’s	PART
ajceb-4172	105	13	(	(	PUNCT
ajceb-4172	105	14	2012	2012	NUM
ajceb-4172	105	15	)	)	PUNCT
ajceb-4172	105	16	research	research	NOUN
ajceb-4172	105	17	by	by	ADP
ajceb-4172	105	18	utilizing	utilize	VERB
ajceb-4172	105	19	customers	customer	NOUN
ajceb-4172	105	20	in	in	ADP
ajceb-4172	105	21	whom	whom	PRON
ajceb-4172	105	22	service	service	NOUN
ajceb-4172	105	23	quality	quality	NOUN
ajceb-4172	105	24	was	be	AUX
ajceb-4172	105	25	fully	fully	ADV
ajceb-4172	105	26	present	present	ADJ
ajceb-4172	105	27	,	,	PUNCT
ajceb-4172	105	28	which	which	PRON
ajceb-4172	105	29	includes	include	VERB
ajceb-4172	105	30	the	the	DET
ajceb-4172	105	31	following	follow	VERB
ajceb-4172	105	32	traits	trait	NOUN
ajceb-4172	105	33	:	:	PUNCT
ajceb-4172	105	34	•	•	NOUN
ajceb-4172	105	35	need	need	VERB
ajceb-4172	105	36	a	a	DET
ajceb-4172	105	37	site	site	NOUN
ajceb-4172	105	38	-	-	PUNCT
ajceb-4172	105	39	specific	specific	ADJ
ajceb-4172	105	40	design	design	NOUN
ajceb-4172	105	41	•	•	NOUN
ajceb-4172	105	42	use	use	VERB
ajceb-4172	105	43	a	a	DET
ajceb-4172	105	44	traditional	traditional	ADJ
ajceb-4172	105	45	procurement	procurement	NOUN
ajceb-4172	105	46	strategy	strategy	NOUN
ajceb-4172	105	47	,	,	PUNCT
ajceb-4172	105	48	or	or	CCONJ
ajceb-4172	105	49	a	a	DET
ajceb-4172	105	50	one	one	NUM
ajceb-4172	105	51	-	-	PUNCT
ajceb-4172	105	52	off	off	ADP
ajceb-4172	105	53	design	design	NOUN
ajceb-4172	105	54	and	and	CCONJ
ajceb-4172	105	55	construction	construction	NOUN
ajceb-4172	105	56	strategy	strategy	NOUN
ajceb-4172	105	57	•	•	ADV
ajceb-4172	105	58	select	select	VERB
ajceb-4172	105	59	a	a	DET
ajceb-4172	105	60	contractor	contractor	NOUN
ajceb-4172	105	61	based	base	VERB
ajceb-4172	105	62	on	on	ADP
ajceb-4172	105	63	their	their	PRON
ajceb-4172	105	64	past	past	ADJ
ajceb-4172	105	65	service	service	NOUN
ajceb-4172	105	66	performance	performance	NOUN
ajceb-4172	105	67	record	record	NOUN
ajceb-4172	105	68	and/or	and/or	CCONJ
ajceb-4172	105	69	•	•	NUM
ajceb-4172	105	70	select	select	VERB
ajceb-4172	105	71	a	a	DET
ajceb-4172	105	72	contractor	contractor	NOUN
ajceb-4172	105	73	based	base	VERB
ajceb-4172	105	74	on	on	ADP
ajceb-4172	105	75	positive	positive	ADJ
ajceb-4172	105	76	experiences	experience	NOUN
ajceb-4172	105	77	while	while	SCONJ
ajceb-4172	105	78	liaising	liaise	VERB
ajceb-4172	105	79	with	with	ADP
ajceb-4172	105	80	them	they	PRON
ajceb-4172	105	81	in	in	ADP
ajceb-4172	105	82	the	the	DET
ajceb-4172	105	83	lead	lead	NOUN
ajceb-4172	105	84	-	-	PUNCT
ajceb-4172	105	85	up	up	NOUN
ajceb-4172	105	86	to	to	ADP
ajceb-4172	105	87	signing	sign	VERB
ajceb-4172	105	88	contracts	contract	NOUN
ajceb-4172	105	89	.	.	PUNCT
ajceb-4172	106	1	research	research	NOUN
ajceb-4172	106	2	method	method	NOUN
ajceb-4172	106	3	an	an	DET
ajceb-4172	106	4	in	in	ADP
ajceb-4172	106	5	-	-	PUNCT
ajceb-4172	106	6	depth	depth	NOUN
ajceb-4172	106	7	case	case	NOUN
ajceb-4172	106	8	-	-	PUNCT
ajceb-4172	106	9	study	study	NOUN
ajceb-4172	106	10	approach	approach	NOUN
ajceb-4172	106	11	was	be	AUX
ajceb-4172	106	12	used	use	VERB
ajceb-4172	106	13	for	for	ADP
ajceb-4172	106	14	gathering	gather	VERB
ajceb-4172	106	15	and	and	CCONJ
ajceb-4172	106	16	analysing	analyse	VERB
ajceb-4172	106	17	data	datum	NOUN
ajceb-4172	106	18	.	.	PUNCT
ajceb-4172	107	1	the	the	DET
ajceb-4172	107	2	emphasis	emphasis	NOUN
ajceb-4172	107	3	was	be	AUX
ajceb-4172	107	4	on	on	ADP
ajceb-4172	107	5	a	a	DET
ajceb-4172	107	6	single	single	ADJ
ajceb-4172	107	7	case	case	NOUN
ajceb-4172	107	8	study	study	NOUN
ajceb-4172	107	9	in	in	ADP
ajceb-4172	107	10	order	order	NOUN
ajceb-4172	107	11	to	to	PART
ajceb-4172	107	12	explore	explore	VERB
ajceb-4172	107	13	,	,	PUNCT
ajceb-4172	107	14	identify	identify	VERB
ajceb-4172	107	15	and	and	CCONJ
ajceb-4172	107	16	understand	understand	VERB
ajceb-4172	107	17	detailed	detailed	ADJ
ajceb-4172	107	18	patterns	pattern	NOUN
ajceb-4172	107	19	of	of	ADP
ajceb-4172	107	20	individual	individual	ADJ
ajceb-4172	107	21	behaviour	behaviour	NOUN
ajceb-4172	107	22	for	for	ADP
ajceb-4172	107	23	the	the	DET
ajceb-4172	107	24	targeted	target	VERB
ajceb-4172	107	25	customer	customer	NOUN
ajceb-4172	107	26	during	during	ADP
ajceb-4172	107	27	construction	construction	NOUN
ajceb-4172	107	28	(	(	PUNCT
ajceb-4172	107	29	as	as	ADP
ajceb-4172	107	30	distinct	distinct	ADJ
ajceb-4172	107	31	from	from	ADP
ajceb-4172	107	32	broader	broader	ADV
ajceb-4172	107	33	-	-	PUNCT
ajceb-4172	107	34	based	base	VERB
ajceb-4172	107	35	sampling	sampling	NOUN
ajceb-4172	107	36	of	of	ADP
ajceb-4172	107	37	known	know	VERB
ajceb-4172	107	38	variables	variable	NOUN
ajceb-4172	107	39	)	)	PUNCT
ajceb-4172	107	40	.	.	PUNCT
ajceb-4172	108	1	this	this	DET
ajceb-4172	108	2	approach	approach	NOUN
ajceb-4172	108	3	is	be	AUX
ajceb-4172	108	4	supported	support	VERB
ajceb-4172	108	5	by	by	ADP
ajceb-4172	108	6	flyvberg	flyvberg	PROPN
ajceb-4172	108	7	’s	’s	PART
ajceb-4172	108	8	(	(	PUNCT
ajceb-4172	108	9	2006	2006	NUM
ajceb-4172	108	10	)	)	PUNCT
ajceb-4172	108	11	debate	debate	NOUN
ajceb-4172	108	12	on	on	ADP
ajceb-4172	108	13	the	the	DET
ajceb-4172	108	14	virtues	virtue	NOUN
ajceb-4172	108	15	of	of	ADP
ajceb-4172	108	16	case	case	NOUN
ajceb-4172	108	17	-	-	PUNCT
ajceb-4172	108	18	study	study	NOUN
ajceb-4172	108	19	research	research	NOUN
ajceb-4172	108	20	and	and	CCONJ
ajceb-4172	108	21	the	the	DET
ajceb-4172	108	22	shortcomings	shortcoming	NOUN
ajceb-4172	108	23	of	of	ADP
ajceb-4172	108	24	the	the	DET
ajceb-4172	108	25	hypothetico	hypothetico	PROPN
ajceb-4172	108	26	-	-	PUNCT
ajceb-4172	108	27	deductive	deductive	ADJ
ajceb-4172	108	28	approach	approach	NOUN
ajceb-4172	108	29	.	.	PUNCT
ajceb-4172	109	1	he	he	PRON
ajceb-4172	109	2	built	build	VERB
ajceb-4172	109	3	upon	upon	SCONJ
ajceb-4172	109	4	past	past	ADJ
ajceb-4172	109	5	debate	debate	NOUN
ajceb-4172	109	6	to	to	PART
ajceb-4172	109	7	dispel	dispel	VERB
ajceb-4172	109	8	misconceptions	misconception	NOUN
ajceb-4172	109	9	of	of	ADP
ajceb-4172	109	10	case	case	NOUN
ajceb-4172	109	11	-	-	PUNCT
ajceb-4172	109	12	study	study	NOUN
ajceb-4172	109	13	research	research	NOUN
ajceb-4172	109	14	and	and	CCONJ
ajceb-4172	109	15	asserted	assert	VERB
ajceb-4172	109	16	that	that	SCONJ
ajceb-4172	109	17	it	it	PRON
ajceb-4172	109	18	is	be	AUX
ajceb-4172	109	19	not	not	PART
ajceb-4172	109	20	only	only	ADV
ajceb-4172	109	21	useful	useful	ADJ
ajceb-4172	109	22	for	for	ADP
ajceb-4172	109	23	generating	generate	VERB
ajceb-4172	109	24	and	and	CCONJ
ajceb-4172	109	25	testing	testing	NOUN
ajceb-4172	109	26	hypotheses	hypothesis	NOUN
ajceb-4172	109	27	,	,	PUNCT
ajceb-4172	109	28	but	but	CCONJ
ajceb-4172	109	29	also	also	ADV
ajceb-4172	109	30	has	have	VERB
ajceb-4172	109	31	potential	potential	NOUN
ajceb-4172	109	32	to	to	PART
ajceb-4172	109	33	generalize	generalize	VERB
ajceb-4172	109	34	findings	finding	NOUN
ajceb-4172	109	35	from	from	ADP
ajceb-4172	109	36	even	even	ADV
ajceb-4172	109	37	a	a	DET
ajceb-4172	109	38	single	single	ADJ
ajceb-4172	109	39	case	case	NOUN
ajceb-4172	109	40	study	study	NOUN
ajceb-4172	109	41	.	.	PUNCT
ajceb-4172	110	1	the	the	DET
ajceb-4172	110	2	strategic	strategic	ADJ
ajceb-4172	110	3	selection	selection	NOUN
ajceb-4172	110	4	of	of	ADP
ajceb-4172	110	5	cases	case	NOUN
ajceb-4172	110	6	is	be	AUX
ajceb-4172	110	7	important	important	ADJ
ajceb-4172	110	8	for	for	ADP
ajceb-4172	110	9	generalizability	generalizability	NOUN
ajceb-4172	110	10	,	,	PUNCT
ajceb-4172	110	11	particularly	particularly	ADV
ajceb-4172	110	12	where	where	SCONJ
ajceb-4172	110	13	at	at	ADV
ajceb-4172	110	14	least	least	ADJ
ajceb-4172	110	15	part	part	NOUN
ajceb-4172	110	16	of	of	ADP
ajceb-4172	110	17	the	the	DET
ajceb-4172	110	18	objective	objective	NOUN
ajceb-4172	110	19	is	be	AUX
ajceb-4172	110	20	to	to	PART
ajceb-4172	110	21	gain	gain	VERB
ajceb-4172	110	22	the	the	DET
ajceb-4172	110	23	greatest	great	ADJ
ajceb-4172	110	24	possible	possible	ADJ
ajceb-4172	110	25	amount	amount	NOUN
ajceb-4172	110	26	of	of	ADP
ajceb-4172	110	27	information	information	NOUN
ajceb-4172	110	28	on	on	ADP
ajceb-4172	110	29	a	a	DET
ajceb-4172	110	30	given	give	VERB
ajceb-4172	110	31	phenomenon	phenomenon	NOUN
ajceb-4172	110	32	(	(	PUNCT
ajceb-4172	110	33	ragin	ragin	ADJ
ajceb-4172	110	34	,	,	PUNCT
ajceb-4172	110	35	1992	1992	NUM
ajceb-4172	110	36	)	)	PUNCT
ajceb-4172	110	37	.	.	PUNCT
ajceb-4172	111	1	this	this	DET
ajceb-4172	111	2	approach	approach	NOUN
ajceb-4172	111	3	is	be	AUX
ajceb-4172	111	4	capable	capable	ADJ
ajceb-4172	111	5	of	of	ADP
ajceb-4172	111	6	unveiling	unveil	VERB
ajceb-4172	111	7	more	more	ADJ
ajceb-4172	111	8	information	information	NOUN
ajceb-4172	111	9	and	and	CCONJ
ajceb-4172	111	10	developing	develop	VERB
ajceb-4172	111	11	high	high	ADJ
ajceb-4172	111	12	-	-	PUNCT
ajceb-4172	111	13	level	level	NOUN
ajceb-4172	111	14	,	,	PUNCT
ajceb-4172	111	15	nuanced	nuanced	ADJ
ajceb-4172	111	16	expertise	expertise	NOUN
ajceb-4172	111	17	in	in	ADP
ajceb-4172	111	18	contrast	contrast	NOUN
ajceb-4172	111	19	to	to	ADP
ajceb-4172	111	20	a	a	DET
ajceb-4172	111	21	hypothetico	hypothetico	ADJ
ajceb-4172	111	22	-	-	PUNCT
ajceb-4172	111	23	deductive	deductive	ADJ
ajceb-4172	111	24	approach	approach	NOUN
ajceb-4172	111	25	,	,	PUNCT
ajceb-4172	111	26	which	which	PRON
ajceb-4172	111	27	does	do	AUX
ajceb-4172	111	28	not	not	PART
ajceb-4172	111	29	provide	provide	VERB
ajceb-4172	111	30	context	context	NOUN
ajceb-4172	111	31	-	-	PUNCT
ajceb-4172	111	32	dependent	dependent	ADJ
ajceb-4172	111	33	knowledge	knowledge	NOUN
ajceb-4172	111	34	and	and	CCONJ
ajceb-4172	111	35	limits	limit	VERB
ajceb-4172	111	36	hypothesis	hypothesis	NOUN
ajceb-4172	111	37	testing	testing	NOUN
ajceb-4172	111	38	to	to	ADP
ajceb-4172	111	39	creating	create	VERB
ajceb-4172	111	40	rules	rule	NOUN
ajceb-4172	111	41	(	(	PUNCT
ajceb-4172	111	42	flyvbjerg	flyvbjerg	NOUN
ajceb-4172	111	43	,	,	PUNCT
ajceb-4172	111	44	2006	2006	NUM
ajceb-4172	111	45	)	)	PUNCT
ajceb-4172	111	46	.	.	PUNCT
ajceb-4172	112	1	flyvberg	flyvberg	PROPN
ajceb-4172	112	2	(	(	PUNCT
ajceb-4172	112	3	2006	2006	NUM
ajceb-4172	112	4	)	)	PUNCT
ajceb-4172	112	5	argued	argue	VERB
ajceb-4172	112	6	that	that	SCONJ
ajceb-4172	112	7	it	it	PRON
ajceb-4172	112	8	is	be	AUX
ajceb-4172	112	9	often	often	ADV
ajceb-4172	112	10	more	more	ADV
ajceb-4172	112	11	important	important	ADJ
ajceb-4172	112	12	to	to	PART
ajceb-4172	112	13	clarify	clarify	VERB
ajceb-4172	112	14	the	the	DET
ajceb-4172	112	15	deeper	deep	ADJ
ajceb-4172	112	16	causes	cause	NOUN
ajceb-4172	112	17	behind	behind	ADP
ajceb-4172	112	18	a	a	DET
ajceb-4172	112	19	given	give	VERB
ajceb-4172	112	20	problem	problem	NOUN
ajceb-4172	112	21	and	and	CCONJ
ajceb-4172	112	22	its	its	PRON
ajceb-4172	112	23	consequences	consequence	NOUN
ajceb-4172	112	24	than	than	SCONJ
ajceb-4172	112	25	to	to	PART
ajceb-4172	112	26	purely	purely	ADV
ajceb-4172	112	27	describe	describe	VERB
ajceb-4172	112	28	the	the	DET
ajceb-4172	112	29	basic	basic	ADJ
ajceb-4172	112	30	symptoms	symptom	NOUN
ajceb-4172	112	31	of	of	ADP
ajceb-4172	112	32	the	the	DET
ajceb-4172	112	33	problem	problem	NOUN
ajceb-4172	112	34	.	.	PUNCT
ajceb-4172	113	1	these	these	DET
ajceb-4172	113	2	issues	issue	NOUN
ajceb-4172	113	3	are	be	AUX
ajceb-4172	113	4	particularly	particularly	ADV
ajceb-4172	113	5	relevant	relevant	ADJ
ajceb-4172	113	6	in	in	ADP
ajceb-4172	113	7	the	the	DET
ajceb-4172	113	8	current	current	ADJ
ajceb-4172	113	9	situation	situation	NOUN
ajceb-4172	113	10	where	where	SCONJ
ajceb-4172	113	11	little	little	ADJ
ajceb-4172	113	12	academic	academic	ADJ
ajceb-4172	113	13	knowledge	knowledge	NOUN
ajceb-4172	113	14	is	be	AUX
ajceb-4172	113	15	currently	currently	ADV
ajceb-4172	113	16	held	hold	VERB
ajceb-4172	113	17	.	.	PUNCT
ajceb-4172	114	1	in	in	ADP
ajceb-4172	114	2	this	this	DET
ajceb-4172	114	3	research	research	NOUN
ajceb-4172	114	4	,	,	PUNCT
ajceb-4172	114	5	a	a	DET
ajceb-4172	114	6	mix	mix	NOUN
ajceb-4172	114	7	of	of	ADP
ajceb-4172	114	8	quantitative	quantitative	ADJ
ajceb-4172	114	9	and	and	CCONJ
ajceb-4172	114	10	qualitative	qualitative	ADJ
ajceb-4172	114	11	approaches	approach	NOUN
ajceb-4172	114	12	was	be	AUX
ajceb-4172	114	13	used	use	VERB
ajceb-4172	114	14	to	to	PART
ajceb-4172	114	15	help	help	VERB
ajceb-4172	114	16	blend	blend	VERB
ajceb-4172	114	17	measurability	measurability	NOUN
ajceb-4172	114	18	with	with	ADP
ajceb-4172	114	19	inductive	inductive	ADJ
ajceb-4172	114	20	learning	learning	NOUN
ajceb-4172	114	21	about	about	ADP
ajceb-4172	114	22	customer	customer	NOUN
ajceb-4172	114	23	behaviour	behaviour	NOUN
ajceb-4172	114	24	patterns	pattern	NOUN
ajceb-4172	114	25	(	(	PUNCT
ajceb-4172	114	26	yin	yin	NOUN
ajceb-4172	114	27	,	,	PUNCT
ajceb-4172	114	28	2009	2009	NUM
ajceb-4172	114	29	)	)	PUNCT
ajceb-4172	114	30	.	.	PUNCT
ajceb-4172	115	1	the	the	DET
ajceb-4172	115	2	case	case	NOUN
ajceb-4172	115	3	study	study	NOUN
ajceb-4172	115	4	focused	focus	VERB
ajceb-4172	115	5	on	on	ADP
ajceb-4172	115	6	the	the	DET
ajceb-4172	115	7	customer	customer	NOUN
ajceb-4172	115	8	as	as	ADP
ajceb-4172	115	9	the	the	DET
ajceb-4172	115	10	primary	primary	ADJ
ajceb-4172	115	11	unit	unit	NOUN
ajceb-4172	115	12	of	of	ADP
ajceb-4172	115	13	analysis	analysis	NOUN
ajceb-4172	115	14	and	and	CCONJ
ajceb-4172	115	15	spanned	span	VERB
ajceb-4172	115	16	the	the	DET
ajceb-4172	115	17	full	full	ADJ
ajceb-4172	115	18	duration	duration	NOUN
ajceb-4172	115	19	of	of	ADP
ajceb-4172	115	20	the	the	DET
ajceb-4172	115	21	customer	customer	NOUN
ajceb-4172	115	22	’s	’s	PART
ajceb-4172	115	23	involvement	involvement	NOUN
ajceb-4172	115	24	in	in	ADP
ajceb-4172	115	25	the	the	DET
ajceb-4172	115	26	housing	housing	NOUN
ajceb-4172	115	27	construction	construction	NOUN
ajceb-4172	115	28	process	process	NOUN
ajceb-4172	115	29	.	.	PUNCT
ajceb-4172	116	1	the	the	DET
ajceb-4172	116	2	head	head	NOUN
ajceb-4172	116	3	contractor	contractor	NOUN
ajceb-4172	116	4	and	and	CCONJ
ajceb-4172	116	5	associated	associate	VERB
ajceb-4172	116	6	subcontractors	subcontractor	NOUN
ajceb-4172	116	7	represented	represent	VERB
ajceb-4172	116	8	the	the	DET
ajceb-4172	116	9	main	main	ADJ
ajceb-4172	116	10	service	service	NOUN
ajceb-4172	116	11	providers	provider	NOUN
ajceb-4172	116	12	of	of	ADP
ajceb-4172	116	13	interest	interest	NOUN
ajceb-4172	116	14	.	.	PUNCT
ajceb-4172	117	1	in	in	ADP
ajceb-4172	117	2	terms	term	NOUN
ajceb-4172	117	3	of	of	ADP
ajceb-4172	117	4	quantitative	quantitative	ADJ
ajceb-4172	117	5	data	datum	NOUN
ajceb-4172	117	6	gathering	gathering	NOUN
ajceb-4172	117	7	,	,	PUNCT
ajceb-4172	117	8	the	the	DET
ajceb-4172	117	9	customer	customer	NOUN
ajceb-4172	117	10	’s	’s	PART
ajceb-4172	117	11	perception	perception	NOUN
ajceb-4172	117	12	of	of	ADP
ajceb-4172	117	13	service	service	NOUN
ajceb-4172	117	14	quality	quality	NOUN
ajceb-4172	117	15	was	be	AUX
ajceb-4172	117	16	measured	measure	VERB
ajceb-4172	117	17	using	use	VERB
ajceb-4172	117	18	the	the	DET
ajceb-4172	117	19	buildserv	buildserv	ADJ
ajceb-4172	117	20	instrument	instrument	PROPN
ajceb-4172	117	21	(	(	PUNCT
ajceb-4172	117	22	see	see	VERB
ajceb-4172	117	23	appendix	appendix	NOUN
ajceb-4172	117	24	a	a	PRON
ajceb-4172	117	25	)	)	PUNCT
ajceb-4172	117	26	.	.	PUNCT
ajceb-4172	118	1	in	in	ADP
ajceb-4172	118	2	order	order	NOUN
ajceb-4172	118	3	to	to	PART
ajceb-4172	118	4	monitor	monitor	VERB
ajceb-4172	118	5	changes	change	NOUN
ajceb-4172	118	6	during	during	ADP
ajceb-4172	118	7	the	the	DET
ajceb-4172	118	8	project	project	NOUN
ajceb-4172	118	9	,	,	PUNCT
ajceb-4172	118	10	the	the	DET
ajceb-4172	118	11	survey	survey	NOUN
ajceb-4172	118	12	was	be	AUX
ajceb-4172	118	13	administered	administer	VERB
ajceb-4172	118	14	repeatedly	repeatedly	ADV
ajceb-4172	118	15	at	at	ADP
ajceb-4172	118	16	specific	specific	ADJ
ajceb-4172	118	17	stages	stage	NOUN
ajceb-4172	118	18	during	during	ADP
ajceb-4172	118	19	construction	construction	NOUN
ajceb-4172	118	20	,	,	PUNCT
ajceb-4172	118	21	including	include	VERB
ajceb-4172	118	22	completion	completion	NOUN
ajceb-4172	118	23	of	of	ADP
ajceb-4172	118	24	floor	floor	NOUN
ajceb-4172	118	25	construction	construction	NOUN
ajceb-4172	118	26	,	,	PUNCT
ajceb-4172	118	27	superstructure	superstructure	NOUN
ajceb-4172	118	28	,	,	PUNCT
ajceb-4172	118	29	wall	wall	NOUN
ajceb-4172	118	30	linings	lining	NOUN
ajceb-4172	118	31	and	and	CCONJ
ajceb-4172	118	32	practical	practical	ADJ
ajceb-4172	118	33	completion	completion	NOUN
ajceb-4172	118	34	.	.	PUNCT
ajceb-4172	119	1	these	these	DET
ajceb-4172	119	2	stages	stage	NOUN
ajceb-4172	119	3	coincided	coincide	VERB
ajceb-4172	119	4	appropriately	appropriately	ADV
ajceb-4172	119	5	with	with	ADP
ajceb-4172	119	6	progress	progress	NOUN
ajceb-4172	119	7	payments	payment	NOUN
ajceb-4172	119	8	made	make	VERB
ajceb-4172	119	9	by	by	ADP
ajceb-4172	119	10	the	the	DET
ajceb-4172	119	11	customer	customer	NOUN
ajceb-4172	119	12	to	to	ADP
ajceb-4172	119	13	the	the	DET
ajceb-4172	119	14	contractor	contractor	NOUN
ajceb-4172	119	15	,	,	PUNCT
ajceb-4172	119	16	as	as	SCONJ
ajceb-4172	119	17	the	the	DET
ajceb-4172	119	18	act	act	NOUN
ajceb-4172	119	19	of	of	ADP
ajceb-4172	119	20	payment	payment	NOUN
ajceb-4172	119	21	to	to	ADP
ajceb-4172	119	22	some	some	DET
ajceb-4172	119	23	extent	extent	NOUN
ajceb-4172	119	24	forces	force	NOUN
ajceb-4172	119	25	customers	customer	NOUN
ajceb-4172	119	26	to	to	PART
ajceb-4172	119	27	evaluate	evaluate	VERB
ajceb-4172	119	28	their	their	PRON
ajceb-4172	119	29	satisfaction	satisfaction	NOUN
ajceb-4172	119	30	/	/	SYM
ajceb-4172	119	31	dissatisfaction	dissatisfaction	NOUN
ajceb-4172	119	32	with	with	ADP
ajceb-4172	119	33	the	the	DET
ajceb-4172	119	34	service	service	NOUN
ajceb-4172	119	35	being	be	AUX
ajceb-4172	119	36	provided	provide	VERB
ajceb-4172	119	37	.	.	PUNCT
ajceb-4172	120	1	customer	customer	NOUN
ajceb-4172	120	2	satisfaction	satisfaction	NOUN
ajceb-4172	120	3	was	be	AUX
ajceb-4172	120	4	also	also	ADV
ajceb-4172	120	5	measured	measure	VERB
ajceb-4172	120	6	in	in	ADP
ajceb-4172	120	7	order	order	NOUN
ajceb-4172	120	8	to	to	PART
ajceb-4172	120	9	check	check	VERB
ajceb-4172	120	10	the	the	DET
ajceb-4172	120	11	impact	impact	NOUN
ajceb-4172	120	12	of	of	ADP
ajceb-4172	120	13	service	service	NOUN
ajceb-4172	120	14	quality	quality	NOUN
ajceb-4172	120	15	upon	upon	SCONJ
ajceb-4172	120	16	it	it	PRON
ajceb-4172	120	17	,	,	PUNCT
ajceb-4172	120	18	including	include	VERB
ajceb-4172	120	19	a	a	DET
ajceb-4172	120	20	direct	direct	ADJ
ajceb-4172	120	21	question	question	NOUN
ajceb-4172	120	22	about	about	ADP
ajceb-4172	120	23	satisfaction	satisfaction	NOUN
ajceb-4172	120	24	and	and	CCONJ
ajceb-4172	120	25	a	a	DET
ajceb-4172	120	26	supporting	support	VERB
ajceb-4172	120	27	question	question	NOUN
ajceb-4172	120	28	about	about	ADP
ajceb-4172	120	29	whether	whether	SCONJ
ajceb-4172	120	30	or	or	CCONJ
ajceb-4172	120	31	not	not	PART
ajceb-4172	120	32	the	the	DET
ajceb-4172	120	33	customer	customer	NOUN
ajceb-4172	120	34	would	would	AUX
ajceb-4172	120	35	recommend	recommend	VERB
ajceb-4172	120	36	the	the	DET
ajceb-4172	120	37	builder	builder	NOUN
ajceb-4172	120	38	to	to	ADP
ajceb-4172	120	39	other	other	ADJ
ajceb-4172	120	40	people	people	NOUN
ajceb-4172	120	41	.	.	PUNCT
ajceb-4172	121	1	in	in	ADP
ajceb-4172	121	2	terms	term	NOUN
ajceb-4172	121	3	of	of	ADP
ajceb-4172	121	4	qualitative	qualitative	ADJ
ajceb-4172	121	5	data	datum	NOUN
ajceb-4172	121	6	gathering	gathering	NOUN
ajceb-4172	121	7	,	,	PUNCT
ajceb-4172	121	8	face	face	NOUN
ajceb-4172	121	9	-	-	PUNCT
ajceb-4172	121	10	to	to	ADP
ajceb-4172	121	11	-	-	PUNCT
ajceb-4172	121	12	face	face	NOUN
ajceb-4172	121	13	interviews	interview	NOUN
ajceb-4172	121	14	were	be	AUX
ajceb-4172	121	15	undertaken	undertake	VERB
ajceb-4172	121	16	immediately	immediately	ADV
ajceb-4172	121	17	after	after	SCONJ
ajceb-4172	121	18	the	the	DET
ajceb-4172	121	19	buildserv	buildserv	PROPN
ajceb-4172	121	20	instrument	instrument	PROPN
ajceb-4172	121	21	was	be	AUX
ajceb-4172	121	22	administered	administer	VERB
ajceb-4172	121	23	.	.	PUNCT
ajceb-4172	122	1	this	this	PRON
ajceb-4172	122	2	was	be	AUX
ajceb-4172	122	3	done	do	VERB
ajceb-4172	122	4	at	at	ADP
ajceb-4172	122	5	each	each	PRON
ajceb-4172	122	6	of	of	ADP
ajceb-4172	122	7	the	the	DET
ajceb-4172	122	8	repetition	repetition	NOUN
ajceb-4172	122	9	points	point	NOUN
ajceb-4172	122	10	mentioned	mention	VERB
ajceb-4172	122	11	above	above	ADV
ajceb-4172	122	12	(	(	PUNCT
ajceb-4172	122	13	i.e.	i.e.	X
ajceb-4172	122	14	four	four	NUM
ajceb-4172	122	15	separate	separate	ADJ
ajceb-4172	122	16	interviews	interview	NOUN
ajceb-4172	122	17	at	at	ADP
ajceb-4172	122	18	four	four	NUM
ajceb-4172	122	19	separate	separate	ADJ
ajceb-4172	122	20	stages	stage	NOUN
ajceb-4172	122	21	of	of	ADP
ajceb-4172	122	22	construction	construction	NOUN
ajceb-4172	122	23	)	)	PUNCT
ajceb-4172	122	24	.	.	PUNCT
ajceb-4172	123	1	these	these	DET
ajceb-4172	123	2	interviews	interview	NOUN
ajceb-4172	123	3	aimed	aim	VERB
ajceb-4172	123	4	to	to	PART
ajceb-4172	123	5	explore	explore	VERB
ajceb-4172	123	6	the	the	DET
ajceb-4172	123	7	service	service	NOUN
ajceb-4172	123	8	incidents	incident	NOUN
ajceb-4172	123	9	and	and	CCONJ
ajceb-4172	123	10	activities	activity	NOUN
ajceb-4172	123	11	contributing	contribute	VERB
ajceb-4172	123	12	to	to	ADP
ajceb-4172	123	13	the	the	DET
ajceb-4172	123	14	buildserv	buildserv	PROPN
ajceb-4172	123	15	scores	score	NOUN
ajceb-4172	123	16	at	at	ADP
ajceb-4172	123	17	each	each	DET
ajceb-4172	123	18	point	point	NOUN
ajceb-4172	123	19	in	in	ADP
ajceb-4172	123	20	time	time	NOUN
ajceb-4172	123	21	.	.	PUNCT
ajceb-4172	124	1	construction	construction	NOUN
ajceb-4172	124	2	economics	economic	NOUN
ajceb-4172	124	3	and	and	CCONJ
ajceb-4172	124	4	building	building	NOUN
ajceb-4172	124	5	,	,	PUNCT
ajceb-4172	124	6	15(1	15(1	NUM
ajceb-4172	124	7	)	)	PUNCT
ajceb-4172	124	8	,	,	PUNCT
ajceb-4172	124	9	19	19	NUM
ajceb-4172	124	10	-	-	SYM
ajceb-4172	124	11	42	42	NUM
ajceb-4172	124	12	forsythe	forsythe	PROPN
ajceb-4172	124	13	25	25	NUM
ajceb-4172	124	14	the	the	DET
ajceb-4172	124	15	interview	interview	NOUN
ajceb-4172	124	16	questions	question	NOUN
ajceb-4172	124	17	were	be	AUX
ajceb-4172	124	18	driven	drive	VERB
ajceb-4172	124	19	by	by	ADP
ajceb-4172	124	20	the	the	DET
ajceb-4172	124	21	scores	score	NOUN
ajceb-4172	124	22	from	from	ADP
ajceb-4172	124	23	the	the	DET
ajceb-4172	124	24	completed	complete	VERB
ajceb-4172	124	25	buildserv	buildserv	NOUN
ajceb-4172	124	26	survey	survey	NOUN
ajceb-4172	124	27	.	.	PUNCT
ajceb-4172	125	1	for	for	ADP
ajceb-4172	125	2	instance	instance	NOUN
ajceb-4172	125	3	,	,	PUNCT
ajceb-4172	125	4	customers	customer	NOUN
ajceb-4172	125	5	were	be	AUX
ajceb-4172	125	6	asked	ask	VERB
ajceb-4172	125	7	to	to	PART
ajceb-4172	125	8	explain	explain	VERB
ajceb-4172	125	9	in	in	ADP
ajceb-4172	125	10	detail	detail	NOUN
ajceb-4172	125	11	the	the	DET
ajceb-4172	125	12	events	event	NOUN
ajceb-4172	125	13	leading	lead	VERB
ajceb-4172	125	14	to	to	ADP
ajceb-4172	125	15	their	their	PRON
ajceb-4172	125	16	scores	score	NOUN
ajceb-4172	125	17	–	–	PUNCT
ajceb-4172	125	18	especially	especially	ADV
ajceb-4172	125	19	those	those	PRON
ajceb-4172	125	20	leading	lead	VERB
ajceb-4172	125	21	to	to	ADP
ajceb-4172	125	22	distinctly	distinctly	ADV
ajceb-4172	125	23	positive	positive	ADJ
ajceb-4172	125	24	or	or	CCONJ
ajceb-4172	125	25	negative	negative	ADJ
ajceb-4172	125	26	scores	score	NOUN
ajceb-4172	125	27	–	–	PUNCT
ajceb-4172	125	28	and	and	CCONJ
ajceb-4172	125	29	encouraged	encourage	VERB
ajceb-4172	125	30	to	to	PART
ajceb-4172	125	31	recount	recount	VERB
ajceb-4172	125	32	episodes	episode	NOUN
ajceb-4172	125	33	,	,	PUNCT
ajceb-4172	125	34	incidents	incident	NOUN
ajceb-4172	125	35	and	and	CCONJ
ajceb-4172	125	36	general	general	ADJ
ajceb-4172	125	37	storyline	storyline	NOUN
ajceb-4172	125	38	of	of	ADP
ajceb-4172	125	39	what	what	PRON
ajceb-4172	125	40	had	have	AUX
ajceb-4172	125	41	occurred	occur	VERB
ajceb-4172	125	42	.	.	PUNCT
ajceb-4172	126	1	each	each	DET
ajceb-4172	126	2	interview	interview	NOUN
ajceb-4172	126	3	lasted	last	VERB
ajceb-4172	126	4	between	between	ADP
ajceb-4172	126	5	50	50	NUM
ajceb-4172	126	6	and	and	CCONJ
ajceb-4172	126	7	90	90	NUM
ajceb-4172	126	8	minutes	minute	NOUN
ajceb-4172	126	9	and	and	CCONJ
ajceb-4172	126	10	the	the	DET
ajceb-4172	126	11	full	full	ADJ
ajceb-4172	126	12	interview	interview	NOUN
ajceb-4172	126	13	set	set	NOUN
ajceb-4172	126	14	(	(	PUNCT
ajceb-4172	126	15	across	across	ADP
ajceb-4172	126	16	all	all	DET
ajceb-4172	126	17	four	four	NUM
ajceb-4172	126	18	stages	stage	NOUN
ajceb-4172	126	19	of	of	ADP
ajceb-4172	126	20	the	the	DET
ajceb-4172	126	21	project	project	NOUN
ajceb-4172	126	22	)	)	PUNCT
ajceb-4172	126	23	involved	involve	VERB
ajceb-4172	126	24	350	350	NUM
ajceb-4172	126	25	minutes	minute	NOUN
ajceb-4172	126	26	of	of	ADP
ajceb-4172	126	27	interview	interview	NOUN
ajceb-4172	126	28	data	datum	NOUN
ajceb-4172	126	29	.	.	PUNCT
ajceb-4172	127	1	each	each	DET
ajceb-4172	127	2	interview	interview	NOUN
ajceb-4172	127	3	was	be	AUX
ajceb-4172	127	4	recorded	record	VERB
ajceb-4172	127	5	,	,	PUNCT
ajceb-4172	127	6	transcribed	transcribe	VERB
ajceb-4172	127	7	and	and	CCONJ
ajceb-4172	127	8	then	then	ADV
ajceb-4172	127	9	thematically	thematically	ADV
ajceb-4172	127	10	analysed	analyse	VERB
ajceb-4172	127	11	to	to	AUX
ajceb-4172	127	12	structure	structure	NOUN
ajceb-4172	127	13	,	,	PUNCT
ajceb-4172	127	14	categorize	categorize	VERB
ajceb-4172	127	15	and	and	CCONJ
ajceb-4172	127	16	sequence	sequence	VERB
ajceb-4172	127	17	the	the	DET
ajceb-4172	127	18	data	datum	NOUN
ajceb-4172	127	19	(	(	PUNCT
ajceb-4172	127	20	boyatzis	boyatzis	NOUN
ajceb-4172	127	21	,	,	PUNCT
ajceb-4172	127	22	1998	1998	NUM
ajceb-4172	127	23	)	)	PUNCT
ajceb-4172	127	24	.	.	PUNCT
ajceb-4172	128	1	thematic	thematic	ADJ
ajceb-4172	128	2	analysis	analysis	NOUN
ajceb-4172	128	3	is	be	AUX
ajceb-4172	128	4	similar	similar	ADJ
ajceb-4172	128	5	to	to	PART
ajceb-4172	128	6	content	content	VERB
ajceb-4172	128	7	analysis	analysis	NOUN
ajceb-4172	128	8	but	but	CCONJ
ajceb-4172	128	9	focuses	focus	VERB
ajceb-4172	128	10	on	on	ADP
ajceb-4172	128	11	categorizing	categorize	VERB
ajceb-4172	128	12	theme	theme	NOUN
ajceb-4172	128	13	frequency	frequency	NOUN
ajceb-4172	128	14	rather	rather	ADV
ajceb-4172	128	15	than	than	ADP
ajceb-4172	128	16	word	word	NOUN
ajceb-4172	128	17	frequency	frequency	NOUN
ajceb-4172	128	18	,	,	PUNCT
ajceb-4172	128	19	which	which	PRON
ajceb-4172	128	20	provides	provide	VERB
ajceb-4172	128	21	a	a	DET
ajceb-4172	128	22	more	more	ADV
ajceb-4172	128	23	expressive	expressive	ADJ
ajceb-4172	128	24	tool	tool	NOUN
ajceb-4172	128	25	for	for	ADP
ajceb-4172	128	26	developing	develop	VERB
ajceb-4172	128	27	theory	theory	NOUN
ajceb-4172	128	28	(	(	PUNCT
ajceb-4172	128	29	boyatzis	boyatzis	NOUN
ajceb-4172	128	30	,	,	PUNCT
ajceb-4172	128	31	1998	1998	NUM
ajceb-4172	128	32	;	;	PUNCT
ajceb-4172	128	33	holsti	holsti	NOUN
ajceb-4172	128	34	,	,	PUNCT
ajceb-4172	128	35	1969	1969	NUM
ajceb-4172	128	36	)	)	PUNCT
ajceb-4172	128	37	.	.	PUNCT
ajceb-4172	129	1	cues	cue	NOUN
ajceb-4172	129	2	for	for	ADP
ajceb-4172	129	3	the	the	DET
ajceb-4172	129	4	coding	code	VERB
ajceb-4172	129	5	scheme	scheme	NOUN
ajceb-4172	129	6	in	in	ADP
ajceb-4172	129	7	this	this	DET
ajceb-4172	129	8	research	research	NOUN
ajceb-4172	129	9	utilized	utilize	VERB
ajceb-4172	129	10	both	both	CCONJ
ajceb-4172	129	11	an	an	DET
ajceb-4172	129	12	a	a	DET
ajceb-4172	129	13	priori	priori	ADJ
ajceb-4172	129	14	approach	approach	NOUN
ajceb-4172	129	15	operating	operate	VERB
ajceb-4172	129	16	within	within	ADP
ajceb-4172	129	17	concepts	concept	NOUN
ajceb-4172	129	18	discussed	discuss	VERB
ajceb-4172	129	19	earlier	early	ADV
ajceb-4172	129	20	in	in	ADP
ajceb-4172	129	21	the	the	DET
ajceb-4172	129	22	paper	paper	NOUN
ajceb-4172	129	23	and	and	CCONJ
ajceb-4172	129	24	a	a	DET
ajceb-4172	129	25	more	more	ADV
ajceb-4172	129	26	inductive	inductive	ADJ
ajceb-4172	129	27	approach	approach	NOUN
ajceb-4172	129	28	where	where	SCONJ
ajceb-4172	129	29	new	new	ADJ
ajceb-4172	129	30	content	content	NOUN
ajceb-4172	129	31	arising	arise	VERB
ajceb-4172	129	32	from	from	ADP
ajceb-4172	129	33	the	the	DET
ajceb-4172	129	34	interview	interview	NOUN
ajceb-4172	129	35	process	process	NOUN
ajceb-4172	129	36	was	be	AUX
ajceb-4172	129	37	apparent	apparent	ADJ
ajceb-4172	129	38	(	(	PUNCT
ajceb-4172	129	39	boyatzis	boyatzis	NOUN
ajceb-4172	129	40	,	,	PUNCT
ajceb-4172	129	41	1998	1998	NUM
ajceb-4172	129	42	,	,	PUNCT
ajceb-4172	129	43	p.44	p.44	NOUN
ajceb-4172	129	44	)	)	PUNCT
ajceb-4172	129	45	.	.	PUNCT
ajceb-4172	130	1	given	give	VERB
ajceb-4172	130	2	the	the	DET
ajceb-4172	130	3	extent	extent	NOUN
ajceb-4172	130	4	of	of	ADP
ajceb-4172	130	5	its	its	PRON
ajceb-4172	130	6	data	data	NOUN
ajceb-4172	130	7	gathering	gathering	NOUN
ajceb-4172	130	8	,	,	PUNCT
ajceb-4172	130	9	the	the	DET
ajceb-4172	130	10	study	study	NOUN
ajceb-4172	130	11	did	do	AUX
ajceb-4172	130	12	not	not	PART
ajceb-4172	130	13	aim	aim	VERB
ajceb-4172	130	14	to	to	PART
ajceb-4172	130	15	undertake	undertake	VERB
ajceb-4172	130	16	a	a	DET
ajceb-4172	130	17	large	large	ADJ
ajceb-4172	130	18	-	-	PUNCT
ajceb-4172	130	19	scale	scale	NOUN
ajceb-4172	130	20	comparison	comparison	NOUN
ajceb-4172	130	21	of	of	ADP
ajceb-4172	130	22	case	case	NOUN
ajceb-4172	130	23	studies	study	NOUN
ajceb-4172	130	24	,	,	PUNCT
ajceb-4172	130	25	but	but	CCONJ
ajceb-4172	130	26	rather	rather	ADV
ajceb-4172	130	27	to	to	PART
ajceb-4172	130	28	conceptualize	conceptualize	VERB
ajceb-4172	130	29	detailed	detailed	ADJ
ajceb-4172	130	30	patterns	pattern	NOUN
ajceb-4172	130	31	of	of	ADP
ajceb-4172	130	32	behaviour	behaviour	NOUN
ajceb-4172	130	33	by	by	ADP
ajceb-4172	130	34	a	a	DET
ajceb-4172	130	35	specific	specific	ADJ
ajceb-4172	130	36	customer	customer	NOUN
ajceb-4172	130	37	that	that	PRON
ajceb-4172	130	38	could	could	AUX
ajceb-4172	130	39	then	then	ADV
ajceb-4172	130	40	be	be	AUX
ajceb-4172	130	41	tested	test	VERB
ajceb-4172	130	42	on	on	ADP
ajceb-4172	130	43	broader	broader	ADV
ajceb-4172	130	44	-	-	PUNCT
ajceb-4172	130	45	based	base	VERB
ajceb-4172	130	46	customer	customer	NOUN
ajceb-4172	130	47	groups	group	NOUN
ajceb-4172	130	48	.	.	PUNCT
ajceb-4172	131	1	based	base	VERB
ajceb-4172	131	2	on	on	ADP
ajceb-4172	131	3	forsythe	forsythe	PROPN
ajceb-4172	131	4	(	(	PUNCT
ajceb-4172	131	5	2012	2012	NUM
ajceb-4172	131	6	)	)	PUNCT
ajceb-4172	131	7	,	,	PUNCT
ajceb-4172	131	8	a	a	DET
ajceb-4172	131	9	customer	customer	NOUN
ajceb-4172	131	10	with	with	ADP
ajceb-4172	131	11	fully	fully	ADV
ajceb-4172	131	12	present	present	ADJ
ajceb-4172	131	13	service	service	NOUN
ajceb-4172	131	14	quality	quality	NOUN
ajceb-4172	131	15	in	in	ADP
ajceb-4172	131	16	pre	pre	ADJ
ajceb-4172	131	17	-	-	NOUN
ajceb-4172	131	18	purchase	purchase	ADJ
ajceb-4172	131	19	expectations	expectation	NOUN
ajceb-4172	131	20	was	be	AUX
ajceb-4172	131	21	selected	select	VERB
ajceb-4172	131	22	and	and	CCONJ
ajceb-4172	131	23	examined	examine	VERB
ajceb-4172	131	24	in	in	ADP
ajceb-4172	131	25	the	the	DET
ajceb-4172	131	26	case	case	NOUN
ajceb-4172	131	27	study	study	NOUN
ajceb-4172	131	28	.	.	PUNCT
ajceb-4172	132	1	the	the	DET
ajceb-4172	132	2	overall	overall	ADJ
ajceb-4172	132	3	aim	aim	NOUN
ajceb-4172	132	4	of	of	ADP
ajceb-4172	132	5	the	the	DET
ajceb-4172	132	6	case	case	NOUN
ajceb-4172	132	7	-	-	PUNCT
ajceb-4172	132	8	study	study	NOUN
ajceb-4172	132	9	approach	approach	NOUN
ajceb-4172	132	10	was	be	AUX
ajceb-4172	132	11	to	to	PART
ajceb-4172	132	12	capture	capture	VERB
ajceb-4172	132	13	the	the	DET
ajceb-4172	132	14	dynamics	dynamic	NOUN
ajceb-4172	132	15	and	and	CCONJ
ajceb-4172	132	16	changing	change	VERB
ajceb-4172	132	17	‘	'	PUNCT
ajceb-4172	132	18	heartbeat	heartbeat	NOUN
ajceb-4172	132	19	’	'	PUNCT
ajceb-4172	132	20	of	of	ADP
ajceb-4172	132	21	the	the	DET
ajceb-4172	132	22	project	project	NOUN
ajceb-4172	132	23	as	as	SCONJ
ajceb-4172	132	24	seen	see	VERB
ajceb-4172	132	25	through	through	ADP
ajceb-4172	132	26	the	the	DET
ajceb-4172	132	27	eyes	eye	NOUN
ajceb-4172	132	28	of	of	ADP
ajceb-4172	132	29	such	such	DET
ajceb-4172	132	30	a	a	DET
ajceb-4172	132	31	customer	customer	NOUN
ajceb-4172	132	32	.	.	PUNCT
ajceb-4172	133	1	while	while	SCONJ
ajceb-4172	133	2	the	the	DET
ajceb-4172	133	3	face	face	NOUN
ajceb-4172	133	4	-	-	PUNCT
ajceb-4172	133	5	to	to	ADP
ajceb-4172	133	6	-	-	PUNCT
ajceb-4172	133	7	face	face	NOUN
ajceb-4172	133	8	interview	interview	NOUN
ajceb-4172	133	9	data	datum	NOUN
ajceb-4172	133	10	aimed	aim	VERB
ajceb-4172	133	11	to	to	PART
ajceb-4172	133	12	be	be	AUX
ajceb-4172	133	13	linked	link	VERB
ajceb-4172	133	14	to	to	ADP
ajceb-4172	133	15	scores	score	NOUN
ajceb-4172	133	16	from	from	ADP
ajceb-4172	133	17	the	the	DET
ajceb-4172	133	18	buildserv	buildserv	PROPN
ajceb-4172	133	19	instrument	instrument	PROPN
ajceb-4172	133	20	,	,	PUNCT
ajceb-4172	133	21	the	the	DET
ajceb-4172	133	22	way	way	NOUN
ajceb-4172	133	23	that	that	PRON
ajceb-4172	133	24	customers	customer	NOUN
ajceb-4172	133	25	recounted	recount	VERB
ajceb-4172	133	26	events	event	NOUN
ajceb-4172	133	27	was	be	AUX
ajceb-4172	133	28	free	free	ADJ
ajceb-4172	133	29	flowing	flowing	ADJ
ajceb-4172	133	30	and	and	CCONJ
ajceb-4172	133	31	subsequently	subsequently	ADV
ajceb-4172	133	32	needed	need	VERB
ajceb-4172	133	33	a	a	DET
ajceb-4172	133	34	coding	code	VERB
ajceb-4172	133	35	structure	structure	NOUN
ajceb-4172	133	36	to	to	PART
ajceb-4172	133	37	determine	determine	VERB
ajceb-4172	133	38	patterns	pattern	NOUN
ajceb-4172	133	39	of	of	ADP
ajceb-4172	133	40	behaviour	behaviour	NOUN
ajceb-4172	133	41	.	.	PUNCT
ajceb-4172	134	1	it	it	PRON
ajceb-4172	134	2	was	be	AUX
ajceb-4172	134	3	apparent	apparent	ADJ
ajceb-4172	134	4	from	from	ADP
ajceb-4172	134	5	the	the	DET
ajceb-4172	134	6	interviews	interview	NOUN
ajceb-4172	134	7	that	that	SCONJ
ajceb-4172	134	8	the	the	DET
ajceb-4172	134	9	customer	customer	NOUN
ajceb-4172	134	10	perceived	perceive	VERB
ajceb-4172	134	11	service	service	NOUN
ajceb-4172	134	12	quality	quality	NOUN
ajceb-4172	134	13	through	through	ADP
ajceb-4172	134	14	an	an	DET
ajceb-4172	134	15	ever	ever	ADV
ajceb-4172	134	16	-	-	PUNCT
ajceb-4172	134	17	evolving	evolve	VERB
ajceb-4172	134	18	set	set	NOUN
ajceb-4172	134	19	of	of	ADP
ajceb-4172	134	20	incidents	incident	NOUN
ajceb-4172	134	21	that	that	PRON
ajceb-4172	134	22	triggered	trigger	VERB
ajceb-4172	134	23	positive	positive	ADJ
ajceb-4172	134	24	and	and	CCONJ
ajceb-4172	134	25	negative	negative	ADJ
ajceb-4172	134	26	perceptions	perception	NOUN
ajceb-4172	134	27	of	of	ADP
ajceb-4172	134	28	service	service	NOUN
ajceb-4172	134	29	quality	quality	NOUN
ajceb-4172	134	30	.	.	PUNCT
ajceb-4172	135	1	each	each	DET
ajceb-4172	135	2	incident	incident	NOUN
ajceb-4172	135	3	was	be	AUX
ajceb-4172	135	4	therefore	therefore	ADV
ajceb-4172	135	5	inductively	inductively	ADV
ajceb-4172	135	6	coded	code	VERB
ajceb-4172	135	7	according	accord	VERB
ajceb-4172	135	8	to	to	ADP
ajceb-4172	135	9	five	five	NUM
ajceb-4172	135	10	recurring	recur	VERB
ajceb-4172	135	11	themes	theme	NOUN
ajceb-4172	135	12	that	that	PRON
ajceb-4172	135	13	were	be	AUX
ajceb-4172	135	14	found	find	VERB
ajceb-4172	135	15	to	to	PART
ajceb-4172	135	16	occur	occur	VERB
ajceb-4172	135	17	in	in	ADP
ajceb-4172	135	18	each	each	DET
ajceb-4172	135	19	and	and	CCONJ
ajceb-4172	135	20	every	every	PRON
ajceb-4172	135	21	incident	incident	NOUN
ajceb-4172	135	22	.	.	PUNCT
ajceb-4172	136	1	these	these	DET
ajceb-4172	136	2	themes	theme	NOUN
ajceb-4172	136	3	were	be	AUX
ajceb-4172	136	4	prompted	prompt	VERB
ajceb-4172	136	5	by	by	ADP
ajceb-4172	136	6	holsti	holsti	PROPN
ajceb-4172	136	7	’s	’s	PART
ajceb-4172	136	8	(	(	PUNCT
ajceb-4172	136	9	1969	1969	NUM
ajceb-4172	136	10	)	)	PUNCT
ajceb-4172	136	11	account	account	NOUN
ajceb-4172	136	12	of	of	ADP
ajceb-4172	136	13	the	the	DET
ajceb-4172	136	14	components	component	NOUN
ajceb-4172	136	15	required	require	VERB
ajceb-4172	136	16	to	to	PART
ajceb-4172	136	17	define	define	VERB
ajceb-4172	136	18	a	a	DET
ajceb-4172	136	19	theme	theme	NOUN
ajceb-4172	136	20	:	:	PUNCT
ajceb-4172	136	21	a	a	DET
ajceb-4172	136	22	perceiver	perceiver	NOUN
ajceb-4172	136	23	,	,	PUNCT
ajceb-4172	136	24	an	an	DET
ajceb-4172	136	25	agent	agent	NOUN
ajceb-4172	136	26	of	of	ADP
ajceb-4172	136	27	action	action	NOUN
ajceb-4172	136	28	,	,	PUNCT
ajceb-4172	136	29	an	an	DET
ajceb-4172	136	30	action	action	NOUN
ajceb-4172	136	31	and	and	CCONJ
ajceb-4172	136	32	a	a	DET
ajceb-4172	136	33	target	target	NOUN
ajceb-4172	136	34	of	of	ADP
ajceb-4172	136	35	the	the	DET
ajceb-4172	136	36	action	action	NOUN
ajceb-4172	136	37	.	.	PUNCT
ajceb-4172	137	1	an	an	DET
ajceb-4172	137	2	interpreted	interpret	VERB
ajceb-4172	137	3	version	version	NOUN
ajceb-4172	137	4	of	of	ADP
ajceb-4172	137	5	these	these	DET
ajceb-4172	137	6	features	feature	NOUN
ajceb-4172	137	7	was	be	AUX
ajceb-4172	137	8	developed	develop	VERB
ajceb-4172	137	9	to	to	PART
ajceb-4172	137	10	code	code	VERB
ajceb-4172	137	11	both	both	CCONJ
ajceb-4172	137	12	positive	positive	ADJ
ajceb-4172	137	13	and	and	CCONJ
ajceb-4172	137	14	negative	negative	ADJ
ajceb-4172	137	15	incidents	incident	NOUN
ajceb-4172	137	16	as	as	SCONJ
ajceb-4172	137	17	follows	follow	VERB
ajceb-4172	137	18	:	:	PUNCT
ajceb-4172	137	19	•	•	NUM
ajceb-4172	137	20	f1	f1	NOUN
ajceb-4172	137	21	.	.	PUNCT
ajceb-4172	138	1	situational	situational	ADJ
ajceb-4172	138	2	context	context	NOUN
ajceb-4172	138	3	–	–	PUNCT
ajceb-4172	138	4	the	the	DET
ajceb-4172	138	5	context	context	NOUN
ajceb-4172	138	6	in	in	ADP
ajceb-4172	138	7	which	which	PRON
ajceb-4172	138	8	an	an	DET
ajceb-4172	138	9	incident	incident	NOUN
ajceb-4172	138	10	occurs	occur	VERB
ajceb-4172	138	11	,	,	PUNCT
ajceb-4172	138	12	including	include	VERB
ajceb-4172	138	13	subcomponents	subcomponent	NOUN
ajceb-4172	138	14	of	of	ADP
ajceb-4172	138	15	spontaneous	spontaneous	ADJ
ajceb-4172	138	16	situations	situation	NOUN
ajceb-4172	138	17	involving	involve	VERB
ajceb-4172	138	18	new	new	ADJ
ajceb-4172	138	19	or	or	CCONJ
ajceb-4172	138	20	unforeseen	unforeseen	ADJ
ajceb-4172	138	21	occurrences	occurrence	NOUN
ajceb-4172	138	22	,	,	PUNCT
ajceb-4172	138	23	secondary	secondary	ADJ
ajceb-4172	138	24	situations	situation	NOUN
ajceb-4172	138	25	involving	involve	VERB
ajceb-4172	138	26	back	back	NOUN
ajceb-4172	138	27	-	-	PUNCT
ajceb-4172	138	28	up	up	ADP
ajceb-4172	138	29	events	event	NOUN
ajceb-4172	138	30	resulting	result	VERB
ajceb-4172	138	31	after	after	ADP
ajceb-4172	138	32	spontaneous	spontaneous	ADJ
ajceb-4172	138	33	situations	situation	NOUN
ajceb-4172	138	34	,	,	PUNCT
ajceb-4172	138	35	and	and	CCONJ
ajceb-4172	138	36	background	background	NOUN
ajceb-4172	138	37	situations	situation	NOUN
ajceb-4172	138	38	involving	involve	VERB
ajceb-4172	138	39	constantly	constantly	ADV
ajceb-4172	138	40	recurring	recur	VERB
ajceb-4172	138	41	or	or	CCONJ
ajceb-4172	138	42	ambient	ambient	ADJ
ajceb-4172	138	43	events	event	NOUN
ajceb-4172	138	44	.	.	PUNCT
ajceb-4172	139	1	•	•	NOUN
ajceb-4172	139	2	f2	f2	PROPN
ajceb-4172	139	3	.	.	PUNCT
ajceb-4172	140	1	service	service	NOUN
ajceb-4172	140	2	provider	provider	NOUN
ajceb-4172	140	3	involvement	involvement	NOUN
ajceb-4172	140	4	–	–	PUNCT
ajceb-4172	140	5	the	the	DET
ajceb-4172	140	6	people	people	NOUN
ajceb-4172	140	7	or	or	CCONJ
ajceb-4172	140	8	entity	entity	NOUN
ajceb-4172	140	9	associated	associate	VERB
ajceb-4172	140	10	with	with	ADP
ajceb-4172	140	11	an	an	DET
ajceb-4172	140	12	incident	incident	NOUN
ajceb-4172	140	13	,	,	PUNCT
ajceb-4172	140	14	including	include	VERB
ajceb-4172	140	15	the	the	DET
ajceb-4172	140	16	builder	builder	NOUN
ajceb-4172	140	17	(	(	PUNCT
ajceb-4172	140	18	head	head	NOUN
ajceb-4172	140	19	contractor	contractor	NOUN
ajceb-4172	140	20	)	)	PUNCT
ajceb-4172	140	21	,	,	PUNCT
ajceb-4172	140	22	individual	individual	ADJ
ajceb-4172	140	23	staff	staff	NOUN
ajceb-4172	140	24	(	(	PUNCT
ajceb-4172	140	25	e.g.	e.g.	ADV
ajceb-4172	140	26	site	site	NOUN
ajceb-4172	140	27	supervisors	supervisor	NOUN
ajceb-4172	140	28	,	,	PUNCT
ajceb-4172	140	29	customer	customer	NOUN
ajceb-4172	140	30	administrators	administrator	NOUN
ajceb-4172	140	31	,	,	PUNCT
ajceb-4172	140	32	construction	construction	NOUN
ajceb-4172	140	33	managers	manager	NOUN
ajceb-4172	140	34	)	)	PUNCT
ajceb-4172	140	35	and	and	CCONJ
ajceb-4172	140	36	subcontractors	subcontractor	NOUN
ajceb-4172	140	37	(	(	PUNCT
ajceb-4172	140	38	e.g.	e.g.	ADV
ajceb-4172	140	39	bricklayers	bricklayer	NOUN
ajceb-4172	140	40	,	,	PUNCT
ajceb-4172	140	41	carpenters	carpenter	NOUN
ajceb-4172	140	42	,	,	PUNCT
ajceb-4172	140	43	plumbers	plumber	NOUN
ajceb-4172	140	44	)	)	PUNCT
ajceb-4172	140	45	.	.	PUNCT
ajceb-4172	141	1	•	•	NUM
ajceb-4172	141	2	f3	f3	PROPN
ajceb-4172	141	3	.	.	PUNCT
ajceb-4172	142	1	sources	source	NOUN
ajceb-4172	142	2	of	of	ADP
ajceb-4172	142	3	exposure	exposure	NOUN
ajceb-4172	142	4	–	–	PUNCT
ajceb-4172	142	5	how	how	SCONJ
ajceb-4172	142	6	the	the	DET
ajceb-4172	142	7	customer	customer	NOUN
ajceb-4172	142	8	came	come	VERB
ajceb-4172	142	9	to	to	PART
ajceb-4172	142	10	experience	experience	VERB
ajceb-4172	142	11	an	an	DET
ajceb-4172	142	12	incident	incident	NOUN
ajceb-4172	142	13	,	,	PUNCT
ajceb-4172	142	14	including	include	VERB
ajceb-4172	142	15	site	site	NOUN
ajceb-4172	142	16	observations	observation	NOUN
ajceb-4172	142	17	,	,	PUNCT
ajceb-4172	142	18	personal	personal	ADJ
ajceb-4172	142	19	interactions	interaction	NOUN
ajceb-4172	142	20	with	with	ADP
ajceb-4172	142	21	the	the	DET
ajceb-4172	142	22	builder	builder	NOUN
ajceb-4172	142	23	,	,	PUNCT
ajceb-4172	142	24	staff	staff	NOUN
ajceb-4172	142	25	or	or	CCONJ
ajceb-4172	142	26	subcontractors	subcontractor	NOUN
ajceb-4172	142	27	,	,	PUNCT
ajceb-4172	142	28	and	and	CCONJ
ajceb-4172	142	29	external	external	ADJ
ajceb-4172	142	30	interference	interference	NOUN
ajceb-4172	142	31	impacting	impact	VERB
ajceb-4172	142	32	on	on	ADP
ajceb-4172	142	33	the	the	DET
ajceb-4172	142	34	customer	customer	NOUN
ajceb-4172	142	35	as	as	ADP
ajceb-4172	142	36	a	a	DET
ajceb-4172	142	37	result	result	NOUN
ajceb-4172	142	38	of	of	ADP
ajceb-4172	142	39	sources	source	NOUN
ajceb-4172	142	40	external	external	ADJ
ajceb-4172	142	41	to	to	ADP
ajceb-4172	142	42	the	the	DET
ajceb-4172	142	43	project	project	NOUN
ajceb-4172	142	44	(	(	PUNCT
ajceb-4172	142	45	e.g.	e.g.	ADV
ajceb-4172	142	46	correspondence	correspondence	NOUN
ajceb-4172	142	47	from	from	ADP
ajceb-4172	142	48	authorities	authority	NOUN
ajceb-4172	142	49	about	about	ADP
ajceb-4172	142	50	inspections	inspection	NOUN
ajceb-4172	142	51	;	;	PUNCT
ajceb-4172	142	52	complaints	complaint	NOUN
ajceb-4172	142	53	from	from	ADP
ajceb-4172	142	54	neighbours	neighbour	NOUN
ajceb-4172	142	55	)	)	PUNCT
ajceb-4172	142	56	.	.	PUNCT
ajceb-4172	143	1	•	•	NUM
ajceb-4172	143	2	f4	f4	PROPN
ajceb-4172	143	3	.	.	PUNCT
ajceb-4172	143	4	core	core	NOUN
ajceb-4172	143	5	content	content	NOUN
ajceb-4172	143	6	–	–	PUNCT
ajceb-4172	143	7	details	detail	NOUN
ajceb-4172	143	8	about	about	ADP
ajceb-4172	143	9	the	the	DET
ajceb-4172	143	10	previous	previous	ADJ
ajceb-4172	143	11	sources	source	NOUN
ajceb-4172	143	12	of	of	ADP
ajceb-4172	143	13	exposure	exposure	NOUN
ajceb-4172	143	14	,	,	PUNCT
ajceb-4172	143	15	including	include	VERB
ajceb-4172	143	16	the	the	DET
ajceb-4172	143	17	progressive	progressive	ADJ
ajceb-4172	143	18	price	price	NOUN
ajceb-4172	143	19	(	(	PUNCT
ajceb-4172	143	20	e.g.	e.g.	ADV
ajceb-4172	143	21	cost	cost	NOUN
ajceb-4172	143	22	variations	variation	NOUN
ajceb-4172	143	23	;	;	PUNCT
ajceb-4172	143	24	progress	progress	NOUN
ajceb-4172	143	25	payments	payment	NOUN
ajceb-4172	143	26	)	)	PUNCT
ajceb-4172	143	27	,	,	PUNCT
ajceb-4172	143	28	progressive	progressive	ADJ
ajceb-4172	143	29	product	product	NOUN
ajceb-4172	143	30	design	design	NOUN
ajceb-4172	143	31	(	(	PUNCT
ajceb-4172	143	32	e.g.	e.g.	ADV
ajceb-4172	143	33	changes	change	NOUN
ajceb-4172	143	34	in	in	ADP
ajceb-4172	143	35	the	the	DET
ajceb-4172	143	36	design	design	NOUN
ajceb-4172	143	37	,	,	PUNCT
ajceb-4172	143	38	sorting	sort	VERB
ajceb-4172	143	39	out	out	ADP
ajceb-4172	143	40	design	design	NOUN
ajceb-4172	143	41	anomalies	anomaly	NOUN
ajceb-4172	143	42	)	)	PUNCT
ajceb-4172	143	43	,	,	PUNCT
ajceb-4172	143	44	and	and	CCONJ
ajceb-4172	143	45	progressive	progressive	ADJ
ajceb-4172	143	46	product	product	NOUN
ajceb-4172	143	47	quality	quality	NOUN
ajceb-4172	143	48	(	(	PUNCT
ajceb-4172	143	49	e.g.	e.g.	ADV
ajceb-4172	143	50	construction	construction	NOUN
ajceb-4172	143	51	quality	quality	NOUN
ajceb-4172	143	52	and	and	CCONJ
ajceb-4172	143	53	defects	defect	NOUN
ajceb-4172	143	54	)	)	PUNCT
ajceb-4172	143	55	and	and	CCONJ
ajceb-4172	143	56	progressive	progressive	ADJ
ajceb-4172	143	57	construction	construction	NOUN
ajceb-4172	143	58	activity	activity	NOUN
ajceb-4172	143	59	(	(	PUNCT
ajceb-4172	143	60	e.g.	e.g.	ADV
ajceb-4172	143	61	site	site	NOUN
ajceb-4172	143	62	events	event	NOUN
ajceb-4172	143	63	,	,	PUNCT
ajceb-4172	143	64	progress	progress	NOUN
ajceb-4172	143	65	,	,	PUNCT
ajceb-4172	143	66	practical	practical	ADJ
ajceb-4172	143	67	implementation	implementation	NOUN
ajceb-4172	143	68	issues	issue	NOUN
ajceb-4172	143	69	)	)	PUNCT
ajceb-4172	143	70	.	.	PUNCT
ajceb-4172	144	1	•	•	NUM
ajceb-4172	144	2	f5	f5	PROPN
ajceb-4172	144	3	.	.	PUNCT
ajceb-4172	145	1	customer	customer	NOUN
ajceb-4172	145	2	awareness	awareness	NOUN
ajceb-4172	145	3	of	of	ADP
ajceb-4172	145	4	involvement	involvement	NOUN
ajceb-4172	145	5	–	–	PUNCT
ajceb-4172	145	6	the	the	DET
ajceb-4172	145	7	customer	customer	NOUN
ajceb-4172	145	8	’s	’s	PART
ajceb-4172	145	9	assessment	assessment	NOUN
ajceb-4172	145	10	of	of	ADP
ajceb-4172	145	11	their	their	PRON
ajceb-4172	145	12	own	own	ADJ
ajceb-4172	145	13	involvement	involvement	NOUN
ajceb-4172	145	14	in	in	ADP
ajceb-4172	145	15	incidents	incident	NOUN
ajceb-4172	145	16	,	,	PUNCT
ajceb-4172	145	17	including	include	VERB
ajceb-4172	145	18	expressing	express	VERB
ajceb-4172	145	19	new	new	ADJ
ajceb-4172	145	20	needs	need	NOUN
ajceb-4172	145	21	where	where	SCONJ
ajceb-4172	145	22	the	the	DET
ajceb-4172	145	23	customer	customer	NOUN
ajceb-4172	145	24	wanted	want	VERB
ajceb-4172	145	25	changes	change	NOUN
ajceb-4172	145	26	or	or	CCONJ
ajceb-4172	145	27	had	have	VERB
ajceb-4172	145	28	specific	specific	ADJ
ajceb-4172	145	29	requirements	requirement	NOUN
ajceb-4172	145	30	,	,	PUNCT
ajceb-4172	145	31	defensive	defensive	ADJ
ajceb-4172	145	32	action	action	NOUN
ajceb-4172	145	33	where	where	SCONJ
ajceb-4172	145	34	the	the	DET
ajceb-4172	145	35	customer	customer	NOUN
ajceb-4172	145	36	became	become	VERB
ajceb-4172	145	37	directly	directly	ADV
ajceb-4172	145	38	involved	involve	VERB
ajceb-4172	145	39	in	in	ADP
ajceb-4172	145	40	protecting	protect	VERB
ajceb-4172	145	41	construction	construction	NOUN
ajceb-4172	145	42	economics	economic	NOUN
ajceb-4172	145	43	and	and	CCONJ
ajceb-4172	145	44	building	building	NOUN
ajceb-4172	145	45	,	,	PUNCT
ajceb-4172	145	46	15(1	15(1	NUM
ajceb-4172	145	47	)	)	PUNCT
ajceb-4172	145	48	,	,	PUNCT
ajceb-4172	145	49	19	19	NUM
ajceb-4172	145	50	-	-	SYM
ajceb-4172	145	51	42	42	NUM
ajceb-4172	145	52	forsythe	forsythe	PROPN
ajceb-4172	145	53	26	26	NUM
ajceb-4172	145	54	personal	personal	ADJ
ajceb-4172	145	55	interests	interest	NOUN
ajceb-4172	145	56	,	,	PUNCT
ajceb-4172	145	57	and	and	CCONJ
ajceb-4172	145	58	no	no	DET
ajceb-4172	145	59	action	action	NOUN
ajceb-4172	145	60	where	where	SCONJ
ajceb-4172	145	61	the	the	DET
ajceb-4172	145	62	customer	customer	NOUN
ajceb-4172	145	63	had	have	VERB
ajceb-4172	145	64	perceptions	perception	NOUN
ajceb-4172	145	65	(	(	PUNCT
ajceb-4172	145	66	good	good	ADJ
ajceb-4172	145	67	or	or	CCONJ
ajceb-4172	145	68	bad	bad	ADJ
ajceb-4172	145	69	)	)	PUNCT
ajceb-4172	146	1	but	but	CCONJ
ajceb-4172	146	2	remained	remain	VERB
ajceb-4172	146	3	passive	passive	ADJ
ajceb-4172	146	4	in	in	ADP
ajceb-4172	146	5	terms	term	NOUN
ajceb-4172	146	6	of	of	ADP
ajceb-4172	146	7	taking	take	VERB
ajceb-4172	146	8	an	an	DET
ajceb-4172	146	9	issue	issue	NOUN
ajceb-4172	146	10	further	far	ADV
ajceb-4172	146	11	.	.	PUNCT
ajceb-4172	147	1	results	result	VERB
ajceb-4172	147	2	the	the	DET
ajceb-4172	147	3	data	datum	NOUN
ajceb-4172	147	4	and	and	CCONJ
ajceb-4172	147	5	related	related	ADJ
ajceb-4172	147	6	analysis	analysis	NOUN
ajceb-4172	147	7	are	be	AUX
ajceb-4172	147	8	provided	provide	VERB
ajceb-4172	147	9	under	under	ADP
ajceb-4172	147	10	headings	heading	NOUN
ajceb-4172	147	11	that	that	PRON
ajceb-4172	147	12	reflect	reflect	VERB
ajceb-4172	147	13	the	the	DET
ajceb-4172	147	14	specified	specified	ADJ
ajceb-4172	147	15	data	data	NOUN
ajceb-4172	147	16	gathering	gathering	NOUN
ajceb-4172	147	17	points	point	NOUN
ajceb-4172	147	18	.	.	PUNCT
ajceb-4172	148	1	at	at	ADP
ajceb-4172	148	2	each	each	DET
ajceb-4172	148	3	stage	stage	NOUN
ajceb-4172	148	4	,	,	PUNCT
ajceb-4172	148	5	a	a	DET
ajceb-4172	148	6	graph	graph	NOUN
ajceb-4172	148	7	(	(	PUNCT
ajceb-4172	148	8	see	see	VERB
ajceb-4172	148	9	for	for	ADP
ajceb-4172	148	10	example	example	NOUN
ajceb-4172	148	11	figure	figure	NOUN
ajceb-4172	148	12	1	1	NUM
ajceb-4172	148	13	)	)	PUNCT
ajceb-4172	148	14	is	be	AUX
ajceb-4172	148	15	used	use	VERB
ajceb-4172	148	16	to	to	PART
ajceb-4172	148	17	present	present	VERB
ajceb-4172	148	18	gap	gap	NOUN
ajceb-4172	148	19	scores	score	NOUN
ajceb-4172	148	20	for	for	ADP
ajceb-4172	148	21	customer	customer	NOUN
ajceb-4172	148	22	satisfaction	satisfaction	NOUN
ajceb-4172	148	23	and	and	CCONJ
ajceb-4172	148	24	service	service	NOUN
ajceb-4172	148	25	quality	quality	NOUN
ajceb-4172	148	26	.	.	PUNCT
ajceb-4172	149	1	arrowheads	arrowhead	NOUN
ajceb-4172	149	2	show	show	VERB
ajceb-4172	149	3	the	the	DET
ajceb-4172	149	4	current	current	ADJ
ajceb-4172	149	5	gap	gap	NOUN
ajceb-4172	149	6	score	score	NOUN
ajceb-4172	149	7	and	and	CCONJ
ajceb-4172	149	8	arrow	arrow	NOUN
ajceb-4172	149	9	tails	tail	NOUN
ajceb-4172	149	10	show	show	VERB
ajceb-4172	149	11	any	any	DET
ajceb-4172	149	12	movement	movement	NOUN
ajceb-4172	149	13	in	in	ADP
ajceb-4172	149	14	score	score	NOUN
ajceb-4172	149	15	since	since	SCONJ
ajceb-4172	149	16	the	the	DET
ajceb-4172	149	17	last	last	ADJ
ajceb-4172	149	18	data	data	NOUN
ajceb-4172	149	19	gathering	gathering	NOUN
ajceb-4172	149	20	point	point	NOUN
ajceb-4172	149	21	.	.	PUNCT
ajceb-4172	150	1	the	the	DET
ajceb-4172	150	2	bracketed	bracketed	ADJ
ajceb-4172	150	3	section	section	NOUN
ajceb-4172	150	4	on	on	ADP
ajceb-4172	150	5	the	the	DET
ajceb-4172	150	6	graph	graph	NOUN
ajceb-4172	150	7	shows	show	VERB
ajceb-4172	150	8	the	the	DET
ajceb-4172	150	9	period	period	NOUN
ajceb-4172	150	10	of	of	ADP
ajceb-4172	150	11	incidents	incident	NOUN
ajceb-4172	150	12	influencing	influence	VERB
ajceb-4172	150	13	gap	gap	NOUN
ajceb-4172	150	14	movement	movement	NOUN
ajceb-4172	150	15	.	.	PUNCT
ajceb-4172	151	1	a	a	DET
ajceb-4172	151	2	second	second	ADJ
ajceb-4172	151	3	graph	graph	NOUN
ajceb-4172	151	4	(	(	PUNCT
ajceb-4172	151	5	see	see	VERB
ajceb-4172	151	6	for	for	ADP
ajceb-4172	151	7	example	example	NOUN
ajceb-4172	151	8	figure	figure	NOUN
ajceb-4172	151	9	2	2	NUM
ajceb-4172	151	10	)	)	PUNCT
ajceb-4172	151	11	has	have	VERB
ajceb-4172	151	12	similar	similar	ADJ
ajceb-4172	151	13	presentation	presentation	NOUN
ajceb-4172	151	14	but	but	CCONJ
ajceb-4172	151	15	breaks	break	VERB
ajceb-4172	151	16	down	down	ADP
ajceb-4172	151	17	the	the	DET
ajceb-4172	151	18	service	service	NOUN
ajceb-4172	151	19	quality	quality	NOUN
ajceb-4172	151	20	gap	gap	NOUN
ajceb-4172	151	21	into	into	ADP
ajceb-4172	151	22	its	its	PRON
ajceb-4172	151	23	seven	seven	NUM
ajceb-4172	151	24	individual	individual	ADJ
ajceb-4172	151	25	dimensions	dimension	NOUN
ajceb-4172	151	26	as	as	SCONJ
ajceb-4172	151	27	determined	determine	VERB
ajceb-4172	151	28	by	by	ADP
ajceb-4172	151	29	the	the	DET
ajceb-4172	151	30	buildserv	buildserv	PROPN
ajceb-4172	151	31	instrument	instrument	PROPN
ajceb-4172	151	32	.	.	PUNCT
ajceb-4172	152	1	each	each	PRON
ajceb-4172	152	2	is	be	AUX
ajceb-4172	152	3	compared	compare	VERB
ajceb-4172	152	4	with	with	ADP
ajceb-4172	152	5	the	the	DET
ajceb-4172	152	6	customer	customer	NOUN
ajceb-4172	152	7	satisfaction	satisfaction	NOUN
ajceb-4172	152	8	gap	gap	NOUN
ajceb-4172	152	9	(	(	PUNCT
ajceb-4172	152	10	shown	show	VERB
ajceb-4172	152	11	as	as	ADP
ajceb-4172	152	12	a	a	DET
ajceb-4172	152	13	constant	constant	ADJ
ajceb-4172	152	14	using	use	VERB
ajceb-4172	152	15	a	a	DET
ajceb-4172	152	16	horizontal	horizontal	ADJ
ajceb-4172	152	17	line	line	NOUN
ajceb-4172	152	18	)	)	PUNCT
ajceb-4172	152	19	to	to	PART
ajceb-4172	152	20	explore	explore	VERB
ajceb-4172	152	21	which	which	DET
ajceb-4172	152	22	dimensions	dimension	NOUN
ajceb-4172	152	23	were	be	AUX
ajceb-4172	152	24	most	most	ADV
ajceb-4172	152	25	actively	actively	ADV
ajceb-4172	152	26	associated	associate	VERB
ajceb-4172	152	27	with	with	ADP
ajceb-4172	152	28	customer	customer	NOUN
ajceb-4172	152	29	satisfaction	satisfaction	NOUN
ajceb-4172	152	30	at	at	ADP
ajceb-4172	152	31	a	a	DET
ajceb-4172	152	32	given	give	VERB
ajceb-4172	152	33	point	point	NOUN
ajceb-4172	152	34	in	in	ADP
ajceb-4172	152	35	time	time	NOUN
ajceb-4172	152	36	.	.	PUNCT
ajceb-4172	153	1	a	a	DET
ajceb-4172	153	2	third	third	ADJ
ajceb-4172	153	3	graph	graph	NOUN
ajceb-4172	153	4	(	(	PUNCT
ajceb-4172	153	5	see	see	VERB
ajceb-4172	153	6	for	for	ADP
ajceb-4172	153	7	example	example	NOUN
ajceb-4172	153	8	figure	figure	NOUN
ajceb-4172	153	9	3	3	NUM
ajceb-4172	153	10	)	)	PUNCT
ajceb-4172	153	11	presents	present	VERB
ajceb-4172	153	12	the	the	DET
ajceb-4172	153	13	interview	interview	NOUN
ajceb-4172	153	14	data	datum	NOUN
ajceb-4172	153	15	according	accord	VERB
ajceb-4172	153	16	to	to	ADP
ajceb-4172	153	17	the	the	DET
ajceb-4172	153	18	previously	previously	ADV
ajceb-4172	153	19	discussed	discuss	VERB
ajceb-4172	153	20	coding	code	VERB
ajceb-4172	153	21	system	system	NOUN
ajceb-4172	153	22	using	use	VERB
ajceb-4172	153	23	a	a	DET
ajceb-4172	153	24	bar	bar	NOUN
ajceb-4172	153	25	graph	graph	NOUN
ajceb-4172	153	26	approach	approach	NOUN
ajceb-4172	153	27	.	.	PUNCT
ajceb-4172	154	1	the	the	DET
ajceb-4172	154	2	number	number	NOUN
ajceb-4172	154	3	of	of	ADP
ajceb-4172	154	4	positive	positive	ADJ
ajceb-4172	154	5	and	and	CCONJ
ajceb-4172	154	6	negative	negative	ADJ
ajceb-4172	154	7	incidents	incident	NOUN
ajceb-4172	154	8	occurring	occur	VERB
ajceb-4172	154	9	during	during	ADP
ajceb-4172	154	10	a	a	DET
ajceb-4172	154	11	given	give	VERB
ajceb-4172	154	12	period	period	NOUN
ajceb-4172	154	13	is	be	AUX
ajceb-4172	154	14	shown	show	VERB
ajceb-4172	154	15	after	after	ADP
ajceb-4172	154	16	the	the	DET
ajceb-4172	154	17	title	title	NOUN
ajceb-4172	154	18	.	.	PUNCT
ajceb-4172	155	1	the	the	DET
ajceb-4172	155	2	frequency	frequency	NOUN
ajceb-4172	155	3	of	of	ADP
ajceb-4172	155	4	individual	individual	ADJ
ajceb-4172	155	5	features	feature	NOUN
ajceb-4172	155	6	from	from	ADP
ajceb-4172	155	7	these	these	DET
ajceb-4172	155	8	incidents	incident	NOUN
ajceb-4172	155	9	is	be	AUX
ajceb-4172	155	10	then	then	ADV
ajceb-4172	155	11	expressed	express	VERB
ajceb-4172	155	12	using	use	VERB
ajceb-4172	155	13	bars	bar	NOUN
ajceb-4172	155	14	to	to	PART
ajceb-4172	155	15	show	show	VERB
ajceb-4172	155	16	the	the	DET
ajceb-4172	155	17	most	most	ADV
ajceb-4172	155	18	prominent	prominent	ADJ
ajceb-4172	155	19	features	feature	NOUN
ajceb-4172	155	20	characterizing	characterize	VERB
ajceb-4172	155	21	both	both	CCONJ
ajceb-4172	155	22	positive	positive	ADJ
ajceb-4172	155	23	and	and	CCONJ
ajceb-4172	155	24	negative	negative	ADJ
ajceb-4172	155	25	incidents	incident	NOUN
ajceb-4172	155	26	at	at	ADP
ajceb-4172	155	27	each	each	DET
ajceb-4172	155	28	stage	stage	NOUN
ajceb-4172	155	29	of	of	ADP
ajceb-4172	155	30	the	the	DET
ajceb-4172	155	31	project	project	NOUN
ajceb-4172	155	32	.	.	PUNCT
ajceb-4172	156	1	the	the	DET
ajceb-4172	156	2	presentation	presentation	NOUN
ajceb-4172	156	3	of	of	ADP
ajceb-4172	156	4	the	the	DET
ajceb-4172	156	5	bars	bar	NOUN
ajceb-4172	156	6	enables	enable	VERB
ajceb-4172	156	7	cumulative	cumulative	ADJ
ajceb-4172	156	8	trends	trend	NOUN
ajceb-4172	156	9	across	across	ADP
ajceb-4172	156	10	the	the	DET
ajceb-4172	156	11	entire	entire	ADJ
ajceb-4172	156	12	project	project	NOUN
ajceb-4172	156	13	to	to	PART
ajceb-4172	156	14	be	be	AUX
ajceb-4172	156	15	analysed	analyse	VERB
ajceb-4172	156	16	.	.	PUNCT
ajceb-4172	157	1	floor	floor	NOUN
ajceb-4172	157	2	stage	stage	NOUN
ajceb-4172	157	3	in	in	ADP
ajceb-4172	157	4	figure	figure	NOUN
ajceb-4172	157	5	1	1	NUM
ajceb-4172	157	6	,	,	PUNCT
ajceb-4172	157	7	it	it	PRON
ajceb-4172	157	8	is	be	AUX
ajceb-4172	157	9	apparent	apparent	ADJ
ajceb-4172	157	10	that	that	SCONJ
ajceb-4172	157	11	at	at	ADP
ajceb-4172	157	12	floor	floor	NOUN
ajceb-4172	157	13	stage	stage	NOUN
ajceb-4172	157	14	,	,	PUNCT
ajceb-4172	157	15	customer	customer	NOUN
ajceb-4172	157	16	satisfaction	satisfaction	NOUN
ajceb-4172	157	17	had	have	VERB
ajceb-4172	157	18	a	a	DET
ajceb-4172	157	19	small	small	ADJ
ajceb-4172	157	20	positive	positive	ADJ
ajceb-4172	157	21	gap	gap	NOUN
ajceb-4172	157	22	(	(	PUNCT
ajceb-4172	157	23	1.0	1.0	NUM
ajceb-4172	157	24	point	point	NOUN
ajceb-4172	157	25	)	)	PUNCT
ajceb-4172	157	26	and	and	CCONJ
ajceb-4172	157	27	service	service	NOUN
ajceb-4172	157	28	quality	quality	NOUN
ajceb-4172	157	29	followed	follow	VERB
ajceb-4172	157	30	a	a	DET
ajceb-4172	157	31	similar	similar	ADJ
ajceb-4172	157	32	trend	trend	NOUN
ajceb-4172	157	33	,	,	PUNCT
ajceb-4172	157	34	albeit	albeit	SCONJ
ajceb-4172	157	35	marginally	marginally	ADV
ajceb-4172	157	36	smaller	small	ADJ
ajceb-4172	157	37	in	in	ADP
ajceb-4172	157	38	size	size	NOUN
ajceb-4172	157	39	(	(	PUNCT
ajceb-4172	157	40	0.4	0.4	NUM
ajceb-4172	157	41	points	point	NOUN
ajceb-4172	157	42	)	)	PUNCT
ajceb-4172	157	43	.	.	PUNCT
ajceb-4172	158	1	this	this	PRON
ajceb-4172	158	2	suggests	suggest	VERB
ajceb-4172	158	3	that	that	SCONJ
ajceb-4172	158	4	the	the	DET
ajceb-4172	158	5	two	two	NUM
ajceb-4172	158	6	were	be	AUX
ajceb-4172	158	7	closely	closely	ADV
ajceb-4172	158	8	related	relate	VERB
ajceb-4172	158	9	at	at	ADP
ajceb-4172	158	10	this	this	DET
ajceb-4172	158	11	point	point	NOUN
ajceb-4172	158	12	in	in	ADP
ajceb-4172	158	13	time	time	NOUN
ajceb-4172	158	14	.	.	PUNCT
ajceb-4172	159	1	figure	figure	VERB
ajceb-4172	159	2	1	1	NUM
ajceb-4172	159	3	:	:	PUNCT
ajceb-4172	159	4	gap	gap	NOUN
ajceb-4172	159	5	movements	movement	NOUN
ajceb-4172	159	6	in	in	ADP
ajceb-4172	159	7	customer	customer	NOUN
ajceb-4172	159	8	satisfaction	satisfaction	NOUN
ajceb-4172	159	9	and	and	CCONJ
ajceb-4172	159	10	service	service	NOUN
ajceb-4172	159	11	quality	quality	NOUN
ajceb-4172	159	12	at	at	ADP
ajceb-4172	159	13	floor	floor	NOUN
ajceb-4172	159	14	stage	stage	NOUN
ajceb-4172	159	15	.	.	PUNCT
ajceb-4172	160	1	construction	construction	NOUN
ajceb-4172	160	2	economics	economic	NOUN
ajceb-4172	160	3	and	and	CCONJ
ajceb-4172	160	4	building	building	NOUN
ajceb-4172	160	5	,	,	PUNCT
ajceb-4172	160	6	15(1	15(1	NUM
ajceb-4172	160	7	)	)	PUNCT
ajceb-4172	160	8	,	,	PUNCT
ajceb-4172	160	9	19	19	NUM
ajceb-4172	160	10	-	-	SYM
ajceb-4172	160	11	42	42	NUM
ajceb-4172	160	12	forsythe	forsythe	PROPN
ajceb-4172	160	13	27	27	NUM
ajceb-4172	160	14	in	in	ADP
ajceb-4172	160	15	breaking	break	VERB
ajceb-4172	160	16	down	down	ADP
ajceb-4172	160	17	the	the	DET
ajceb-4172	160	18	individual	individual	ADJ
ajceb-4172	160	19	service	service	NOUN
ajceb-4172	160	20	quality	quality	NOUN
ajceb-4172	160	21	dimensions	dimension	NOUN
ajceb-4172	160	22	,	,	PUNCT
ajceb-4172	160	23	it	it	PRON
ajceb-4172	160	24	can	can	AUX
ajceb-4172	160	25	be	be	AUX
ajceb-4172	160	26	seen	see	VERB
ajceb-4172	160	27	from	from	ADP
ajceb-4172	160	28	figure	figure	NOUN
ajceb-4172	160	29	2	2	NUM
ajceb-4172	160	30	that	that	SCONJ
ajceb-4172	160	31	some	some	DET
ajceb-4172	160	32	dimensions	dimension	NOUN
ajceb-4172	160	33	tracked	track	VERB
ajceb-4172	160	34	customer	customer	NOUN
ajceb-4172	160	35	satisfaction	satisfaction	NOUN
ajceb-4172	160	36	more	more	ADV
ajceb-4172	160	37	actively	actively	ADV
ajceb-4172	160	38	than	than	ADP
ajceb-4172	160	39	others	other	NOUN
ajceb-4172	160	40	.	.	PUNCT
ajceb-4172	161	1	for	for	ADP
ajceb-4172	161	2	instance	instance	NOUN
ajceb-4172	161	3	,	,	PUNCT
ajceb-4172	161	4	empathy	empathy	NOUN
ajceb-4172	161	5	,	,	PUNCT
ajceb-4172	161	6	personal	personal	ADJ
ajceb-4172	161	7	assurance	assurance	NOUN
ajceb-4172	161	8	,	,	PUNCT
ajceb-4172	161	9	reliability	reliability	NOUN
ajceb-4172	161	10	and	and	CCONJ
ajceb-4172	161	11	responsiveness	responsiveness	NOUN
ajceb-4172	161	12	were	be	AUX
ajceb-4172	161	13	active	active	ADJ
ajceb-4172	161	14	in	in	ADP
ajceb-4172	161	15	terms	term	NOUN
ajceb-4172	161	16	of	of	ADP
ajceb-4172	161	17	moving	move	VERB
ajceb-4172	161	18	in	in	ADP
ajceb-4172	161	19	the	the	DET
ajceb-4172	161	20	same	same	ADJ
ajceb-4172	161	21	direction	direction	NOUN
ajceb-4172	161	22	as	as	ADP
ajceb-4172	161	23	customer	customer	NOUN
ajceb-4172	161	24	satisfaction	satisfaction	NOUN
ajceb-4172	161	25	.	.	PUNCT
ajceb-4172	162	1	in	in	ADP
ajceb-4172	162	2	addition	addition	NOUN
ajceb-4172	162	3	,	,	PUNCT
ajceb-4172	162	4	reliability	reliability	NOUN
ajceb-4172	162	5	and	and	CCONJ
ajceb-4172	162	6	responsiveness	responsiveness	NOUN
ajceb-4172	162	7	can	can	AUX
ajceb-4172	162	8	be	be	AUX
ajceb-4172	162	9	described	describe	VERB
ajceb-4172	162	10	as	as	ADP
ajceb-4172	162	11	being	be	AUX
ajceb-4172	162	12	more	more	ADV
ajceb-4172	162	13	highly	highly	ADV
ajceb-4172	162	14	active	active	ADJ
ajceb-4172	162	15	in	in	ADP
ajceb-4172	162	16	not	not	PART
ajceb-4172	162	17	only	only	ADV
ajceb-4172	162	18	moving	move	VERB
ajceb-4172	162	19	in	in	ADP
ajceb-4172	162	20	the	the	DET
ajceb-4172	162	21	same	same	ADJ
ajceb-4172	162	22	direction	direction	NOUN
ajceb-4172	162	23	but	but	CCONJ
ajceb-4172	162	24	also	also	ADV
ajceb-4172	162	25	tracking	track	VERB
ajceb-4172	162	26	the	the	DET
ajceb-4172	162	27	customer	customer	NOUN
ajceb-4172	162	28	satisfaction	satisfaction	NOUN
ajceb-4172	162	29	gap	gap	NOUN
ajceb-4172	162	30	more	more	ADV
ajceb-4172	162	31	closely	closely	ADV
ajceb-4172	162	32	than	than	ADP
ajceb-4172	162	33	the	the	DET
ajceb-4172	162	34	other	other	ADJ
ajceb-4172	162	35	active	active	ADJ
ajceb-4172	162	36	dimensions	dimension	NOUN
ajceb-4172	162	37	.	.	PUNCT
ajceb-4172	163	1	inactive	inactive	ADJ
ajceb-4172	163	2	dimensions	dimension	NOUN
ajceb-4172	163	3	are	be	AUX
ajceb-4172	163	4	also	also	ADV
ajceb-4172	163	5	apparent	apparent	ADJ
ajceb-4172	163	6	.	.	PUNCT
ajceb-4172	164	1	for	for	ADP
ajceb-4172	164	2	instance	instance	NOUN
ajceb-4172	164	3	,	,	PUNCT
ajceb-4172	164	4	care	care	VERB
ajceb-4172	164	5	in	in	ADP
ajceb-4172	164	6	execution	execution	NOUN
ajceb-4172	164	7	,	,	PUNCT
ajceb-4172	164	8	tangibles	tangible	NOUN
ajceb-4172	164	9	and	and	CCONJ
ajceb-4172	164	10	work	work	NOUN
ajceb-4172	164	11	output	output	NOUN
ajceb-4172	164	12	remained	remain	VERB
ajceb-4172	164	13	neutral	neutral	ADJ
ajceb-4172	164	14	or	or	CCONJ
ajceb-4172	164	15	moved	move	VERB
ajceb-4172	164	16	in	in	ADP
ajceb-4172	164	17	the	the	DET
ajceb-4172	164	18	opposite	opposite	ADJ
ajceb-4172	164	19	direction	direction	NOUN
ajceb-4172	164	20	to	to	ADP
ajceb-4172	164	21	customer	customer	NOUN
ajceb-4172	164	22	satisfaction	satisfaction	NOUN
ajceb-4172	164	23	.	.	PUNCT
ajceb-4172	165	1	based	base	VERB
ajceb-4172	165	2	on	on	ADP
ajceb-4172	165	3	the	the	DET
ajceb-4172	165	4	above	above	ADJ
ajceb-4172	165	5	,	,	PUNCT
ajceb-4172	165	6	service	service	NOUN
ajceb-4172	165	7	quality	quality	NOUN
ajceb-4172	165	8	can	can	AUX
ajceb-4172	165	9	be	be	AUX
ajceb-4172	165	10	recalculated	recalculate	VERB
ajceb-4172	165	11	by	by	ADP
ajceb-4172	165	12	averaging	average	VERB
ajceb-4172	165	13	gap	gap	NOUN
ajceb-4172	165	14	scores	score	NOUN
ajceb-4172	165	15	of	of	ADP
ajceb-4172	165	16	the	the	DET
ajceb-4172	165	17	four	four	NUM
ajceb-4172	165	18	active	active	ADJ
ajceb-4172	165	19	dimensions	dimension	NOUN
ajceb-4172	165	20	(	(	PUNCT
ajceb-4172	165	21	including	include	VERB
ajceb-4172	165	22	acknowledgement	acknowledgement	NOUN
ajceb-4172	165	23	of	of	ADP
ajceb-4172	165	24	the	the	DET
ajceb-4172	165	25	highly	highly	ADV
ajceb-4172	165	26	active	active	ADJ
ajceb-4172	165	27	dimensions	dimension	NOUN
ajceb-4172	165	28	in	in	ADP
ajceb-4172	165	29	this	this	DET
ajceb-4172	165	30	mix	mix	NOUN
ajceb-4172	165	31	)	)	PUNCT
ajceb-4172	165	32	.	.	PUNCT
ajceb-4172	166	1	this	this	PRON
ajceb-4172	166	2	provides	provide	VERB
ajceb-4172	166	3	a	a	DET
ajceb-4172	166	4	revised	revised	ADJ
ajceb-4172	166	5	score	score	NOUN
ajceb-4172	166	6	of	of	ADP
ajceb-4172	166	7	0.8	0.8	NUM
ajceb-4172	166	8	,	,	PUNCT
ajceb-4172	166	9	which	which	PRON
ajceb-4172	166	10	is	be	AUX
ajceb-4172	166	11	closer	close	ADJ
ajceb-4172	166	12	in	in	ADP
ajceb-4172	166	13	association	association	NOUN
ajceb-4172	166	14	with	with	ADP
ajceb-4172	166	15	the	the	DET
ajceb-4172	166	16	customer	customer	NOUN
ajceb-4172	166	17	satisfaction	satisfaction	NOUN
ajceb-4172	166	18	gap	gap	NOUN
ajceb-4172	166	19	(	(	PUNCT
ajceb-4172	166	20	1.0	1.0	NUM
ajceb-4172	166	21	)	)	PUNCT
ajceb-4172	166	22	relative	relative	ADJ
ajceb-4172	166	23	to	to	ADP
ajceb-4172	166	24	the	the	DET
ajceb-4172	166	25	all	all	PRON
ajceb-4172	166	26	-	-	PUNCT
ajceb-4172	166	27	inclusive	inclusive	ADJ
ajceb-4172	166	28	service	service	NOUN
ajceb-4172	166	29	quality	quality	NOUN
ajceb-4172	166	30	gap	gap	NOUN
ajceb-4172	166	31	(	(	PUNCT
ajceb-4172	166	32	0.4	0.4	NUM
ajceb-4172	166	33	)	)	PUNCT
ajceb-4172	166	34	.	.	PUNCT
ajceb-4172	167	1	figure	figure	VERB
ajceb-4172	167	2	2	2	NUM
ajceb-4172	167	3	:	:	PUNCT
ajceb-4172	167	4	gap	gap	NOUN
ajceb-4172	167	5	movements	movement	NOUN
ajceb-4172	167	6	in	in	ADP
ajceb-4172	167	7	service	service	NOUN
ajceb-4172	167	8	quality	quality	NOUN
ajceb-4172	167	9	dimensions	dimension	NOUN
ajceb-4172	167	10	and	and	CCONJ
ajceb-4172	167	11	customer	customer	NOUN
ajceb-4172	167	12	satisfaction	satisfaction	NOUN
ajceb-4172	167	13	at	at	ADP
ajceb-4172	167	14	floor	floor	NOUN
ajceb-4172	167	15	stage	stage	NOUN
ajceb-4172	167	16	.	.	PUNCT
ajceb-4172	168	1	during	during	ADP
ajceb-4172	168	2	the	the	DET
ajceb-4172	168	3	period	period	NOUN
ajceb-4172	168	4	,	,	PUNCT
ajceb-4172	168	5	seven	seven	NUM
ajceb-4172	168	6	incidents	incident	NOUN
ajceb-4172	168	7	were	be	AUX
ajceb-4172	168	8	instrumental	instrumental	ADJ
ajceb-4172	168	9	in	in	ADP
ajceb-4172	168	10	shaping	shape	VERB
ajceb-4172	168	11	perceptions	perception	NOUN
ajceb-4172	168	12	:	:	PUNCT
ajceb-4172	168	13	five	five	NUM
ajceb-4172	168	14	were	be	AUX
ajceb-4172	168	15	positive	positive	ADJ
ajceb-4172	168	16	and	and	CCONJ
ajceb-4172	168	17	two	two	NUM
ajceb-4172	168	18	negative	negative	ADJ
ajceb-4172	168	19	.	.	PUNCT
ajceb-4172	169	1	the	the	DET
ajceb-4172	169	2	ratio	ratio	NOUN
ajceb-4172	169	3	between	between	ADP
ajceb-4172	169	4	the	the	DET
ajceb-4172	169	5	two	two	NUM
ajceb-4172	169	6	reflects	reflect	VERB
ajceb-4172	169	7	a	a	DET
ajceb-4172	169	8	positive	positive	ADJ
ajceb-4172	169	9	bias	bias	NOUN
ajceb-4172	169	10	and	and	CCONJ
ajceb-4172	169	11	potentially	potentially	ADV
ajceb-4172	169	12	helps	help	VERB
ajceb-4172	169	13	to	to	PART
ajceb-4172	169	14	explain	explain	VERB
ajceb-4172	169	15	the	the	DET
ajceb-4172	169	16	small	small	ADJ
ajceb-4172	169	17	but	but	CCONJ
ajceb-4172	169	18	positive	positive	ADJ
ajceb-4172	169	19	gap	gap	NOUN
ajceb-4172	169	20	scores	score	NOUN
ajceb-4172	169	21	discussed	discuss	VERB
ajceb-4172	169	22	previously	previously	ADV
ajceb-4172	169	23	.	.	PUNCT
ajceb-4172	170	1	detailed	detailed	ADJ
ajceb-4172	170	2	features	feature	NOUN
ajceb-4172	170	3	of	of	ADP
ajceb-4172	170	4	these	these	DET
ajceb-4172	170	5	incidents	incident	NOUN
ajceb-4172	170	6	are	be	AUX
ajceb-4172	170	7	shown	show	VERB
ajceb-4172	170	8	in	in	ADP
ajceb-4172	170	9	figure	figure	NOUN
ajceb-4172	170	10	3	3	NUM
ajceb-4172	170	11	,	,	PUNCT
ajceb-4172	170	12	which	which	PRON
ajceb-4172	170	13	covers	cover	VERB
ajceb-4172	170	14	the	the	DET
ajceb-4172	170	15	five	five	NUM
ajceb-4172	170	16	aspects	aspect	NOUN
ajceb-4172	170	17	of	of	ADP
ajceb-4172	170	18	the	the	DET
ajceb-4172	170	19	incident	incident	NOUN
ajceb-4172	170	20	coding	code	VERB
ajceb-4172	170	21	structure	structure	NOUN
ajceb-4172	170	22	:	:	PUNCT
ajceb-4172	170	23	•	•	NUM
ajceb-4172	170	24	spontaneous	spontaneous	ADJ
ajceb-4172	170	25	situations	situation	NOUN
ajceb-4172	170	26	dominated	dominate	VERB
ajceb-4172	170	27	situational	situational	ADJ
ajceb-4172	170	28	context	context	NOUN
ajceb-4172	170	29	(	(	PUNCT
ajceb-4172	170	30	mainly	mainly	ADV
ajceb-4172	170	31	positive	positive	ADJ
ajceb-4172	170	32	bias	bias	NOUN
ajceb-4172	170	33	)	)	PUNCT
ajceb-4172	170	34	.	.	PUNCT
ajceb-4172	171	1	•	•	NOUN
ajceb-4172	171	2	the	the	DET
ajceb-4172	171	3	builder	builder	NOUN
ajceb-4172	171	4	dominated	dominate	VERB
ajceb-4172	171	5	service	service	NOUN
ajceb-4172	171	6	provider	provider	NOUN
ajceb-4172	171	7	involvement	involvement	NOUN
ajceb-4172	171	8	(	(	PUNCT
ajceb-4172	171	9	mainly	mainly	ADV
ajceb-4172	171	10	positive	positive	ADJ
ajceb-4172	171	11	bias	bias	NOUN
ajceb-4172	171	12	)	)	PUNCT
ajceb-4172	171	13	.	.	PUNCT
ajceb-4172	172	1	•	•	NUM
ajceb-4172	172	2	personal	personal	ADJ
ajceb-4172	172	3	interaction	interaction	NOUN
ajceb-4172	172	4	was	be	AUX
ajceb-4172	172	5	the	the	DET
ajceb-4172	172	6	key	key	ADJ
ajceb-4172	172	7	aspect	aspect	NOUN
ajceb-4172	172	8	concerning	concern	VERB
ajceb-4172	172	9	sources	source	NOUN
ajceb-4172	172	10	of	of	ADP
ajceb-4172	172	11	exposure	exposure	NOUN
ajceb-4172	172	12	(	(	PUNCT
ajceb-4172	172	13	mainly	mainly	ADV
ajceb-4172	172	14	positive	positive	ADJ
ajceb-4172	172	15	bias	bias	NOUN
ajceb-4172	172	16	)	)	PUNCT
ajceb-4172	172	17	.	.	PUNCT
ajceb-4172	173	1	•	•	NUM
ajceb-4172	173	2	progressive	progressive	ADJ
ajceb-4172	173	3	construction	construction	NOUN
ajceb-4172	173	4	activity	activity	NOUN
ajceb-4172	173	5	narrowly	narrowly	ADV
ajceb-4172	173	6	led	lead	VERB
ajceb-4172	173	7	other	other	ADJ
ajceb-4172	173	8	aspects	aspect	NOUN
ajceb-4172	173	9	of	of	ADP
ajceb-4172	173	10	core	core	NOUN
ajceb-4172	173	11	content	content	NOUN
ajceb-4172	173	12	(	(	PUNCT
ajceb-4172	173	13	no	no	DET
ajceb-4172	173	14	significant	significant	ADJ
ajceb-4172	173	15	bias	bias	NOUN
ajceb-4172	173	16	)	)	PUNCT
ajceb-4172	173	17	.	.	PUNCT
ajceb-4172	174	1	•	•	NUM
ajceb-4172	174	2	expressing	express	VERB
ajceb-4172	174	3	new	new	ADJ
ajceb-4172	174	4	needs	need	NOUN
ajceb-4172	174	5	dominated	dominate	VERB
ajceb-4172	174	6	customer	customer	NOUN
ajceb-4172	174	7	awareness	awareness	NOUN
ajceb-4172	174	8	and	and	CCONJ
ajceb-4172	174	9	was	be	AUX
ajceb-4172	174	10	only	only	ADV
ajceb-4172	174	11	associated	associate	VERB
ajceb-4172	174	12	with	with	ADP
ajceb-4172	174	13	positive	positive	ADJ
ajceb-4172	174	14	incidents	incident	NOUN
ajceb-4172	174	15	(	(	PUNCT
ajceb-4172	174	16	strong	strong	ADJ
ajceb-4172	174	17	positive	positive	ADJ
ajceb-4172	174	18	bias	bias	NOUN
ajceb-4172	174	19	)	)	PUNCT
ajceb-4172	174	20	.	.	PUNCT
ajceb-4172	175	1	construction	construction	NOUN
ajceb-4172	175	2	economics	economic	NOUN
ajceb-4172	175	3	and	and	CCONJ
ajceb-4172	175	4	building	building	NOUN
ajceb-4172	175	5	,	,	PUNCT
ajceb-4172	175	6	15(1	15(1	NUM
ajceb-4172	175	7	)	)	PUNCT
ajceb-4172	175	8	,	,	PUNCT
ajceb-4172	175	9	19	19	NUM
ajceb-4172	175	10	-	-	SYM
ajceb-4172	175	11	42	42	NUM
ajceb-4172	175	12	forsythe	forsythe	PROPN
ajceb-4172	175	13	28	28	NUM
ajceb-4172	175	14	figure	figure	NOUN
ajceb-4172	175	15	3	3	NUM
ajceb-4172	175	16	:	:	PUNCT
ajceb-4172	175	17	features	feature	NOUN
ajceb-4172	175	18	of	of	ADP
ajceb-4172	175	19	service	service	NOUN
ajceb-4172	175	20	incidents	incident	NOUN
ajceb-4172	175	21	at	at	ADP
ajceb-4172	175	22	floor	floor	NOUN
ajceb-4172	175	23	stage	stage	NOUN
ajceb-4172	175	24	(	(	PUNCT
ajceb-4172	175	25	positives	positive	NOUN
ajceb-4172	175	26	n=	n=	ADJ
ajceb-4172	175	27	5	5	NUM
ajceb-4172	175	28	;	;	PUNCT
ajceb-4172	175	29	negatives	negative	NOUN
ajceb-4172	175	30	n=2	n=2	VERB
ajceb-4172	175	31	)	)	PUNCT
ajceb-4172	175	32	superstructure	superstructure	NOUN
ajceb-4172	175	33	stage	stage	NOUN
ajceb-4172	175	34	figure	figure	NOUN
ajceb-4172	175	35	4	4	NUM
ajceb-4172	175	36	shows	show	VERB
ajceb-4172	175	37	that	that	SCONJ
ajceb-4172	175	38	at	at	ADP
ajceb-4172	175	39	superstructure	superstructure	NOUN
ajceb-4172	175	40	stage	stage	NOUN
ajceb-4172	175	41	,	,	PUNCT
ajceb-4172	175	42	customer	customer	NOUN
ajceb-4172	175	43	satisfaction	satisfaction	NOUN
ajceb-4172	175	44	dropped	drop	VERB
ajceb-4172	175	45	relative	relative	ADJ
ajceb-4172	175	46	to	to	ADP
ajceb-4172	175	47	floor	floor	NOUN
ajceb-4172	175	48	stage	stage	NOUN
ajceb-4172	175	49	to	to	ADP
ajceb-4172	175	50	being	be	AUX
ajceb-4172	175	51	neutral	neutral	ADJ
ajceb-4172	175	52	(	(	PUNCT
ajceb-4172	175	53	0	0	NUM
ajceb-4172	175	54	points	point	NOUN
ajceb-4172	175	55	)	)	PUNCT
ajceb-4172	175	56	.	.	PUNCT
ajceb-4172	176	1	service	service	NOUN
ajceb-4172	176	2	quality	quality	NOUN
ajceb-4172	176	3	moved	move	VERB
ajceb-4172	176	4	a	a	DET
ajceb-4172	176	5	lesser	less	ADJ
ajceb-4172	176	6	amount	amount	NOUN
ajceb-4172	176	7	but	but	CCONJ
ajceb-4172	176	8	in	in	ADP
ajceb-4172	176	9	the	the	DET
ajceb-4172	176	10	same	same	ADJ
ajceb-4172	176	11	direction	direction	NOUN
ajceb-4172	176	12	(	(	PUNCT
ajceb-4172	176	13	0.2	0.2	NUM
ajceb-4172	176	14	)	)	PUNCT
ajceb-4172	176	15	.	.	PUNCT
ajceb-4172	177	1	the	the	DET
ajceb-4172	177	2	two	two	NUM
ajceb-4172	177	3	gaps	gap	NOUN
ajceb-4172	177	4	were	be	AUX
ajceb-4172	177	5	in	in	ADP
ajceb-4172	177	6	very	very	ADV
ajceb-4172	177	7	close	close	ADJ
ajceb-4172	177	8	proximity	proximity	NOUN
ajceb-4172	177	9	,	,	PUNCT
ajceb-4172	177	10	suggesting	suggest	VERB
ajceb-4172	177	11	a	a	DET
ajceb-4172	177	12	continued	continue	VERB
ajceb-4172	177	13	close	close	ADJ
ajceb-4172	177	14	association	association	NOUN
ajceb-4172	177	15	between	between	ADP
ajceb-4172	177	16	customer	customer	NOUN
ajceb-4172	177	17	satisfaction	satisfaction	NOUN
ajceb-4172	177	18	and	and	CCONJ
ajceb-4172	177	19	service	service	NOUN
ajceb-4172	177	20	quality	quality	NOUN
ajceb-4172	177	21	.	.	PUNCT
ajceb-4172	178	1	figure	figure	VERB
ajceb-4172	178	2	4	4	NUM
ajceb-4172	178	3	:	:	PUNCT
ajceb-4172	178	4	gap	gap	NOUN
ajceb-4172	178	5	movements	movement	NOUN
ajceb-4172	178	6	in	in	ADP
ajceb-4172	178	7	customer	customer	NOUN
ajceb-4172	178	8	satisfaction	satisfaction	NOUN
ajceb-4172	178	9	and	and	CCONJ
ajceb-4172	178	10	service	service	NOUN
ajceb-4172	178	11	quality	quality	NOUN
ajceb-4172	178	12	at	at	ADP
ajceb-4172	178	13	superstructure	superstructure	NOUN
ajceb-4172	178	14	stage	stage	NOUN
ajceb-4172	178	15	construction	construction	NOUN
ajceb-4172	178	16	economics	economic	NOUN
ajceb-4172	178	17	and	and	CCONJ
ajceb-4172	178	18	building	building	NOUN
ajceb-4172	178	19	,	,	PUNCT
ajceb-4172	178	20	15(1	15(1	NUM
ajceb-4172	178	21	)	)	PUNCT
ajceb-4172	178	22	,	,	PUNCT
ajceb-4172	178	23	19	19	NUM
ajceb-4172	178	24	-	-	SYM
ajceb-4172	178	25	42	42	NUM
ajceb-4172	178	26	forsythe	forsythe	PROPN
ajceb-4172	178	27	29	29	NUM
ajceb-4172	178	28	figure	figure	NOUN
ajceb-4172	178	29	5	5	NUM
ajceb-4172	178	30	indicates	indicate	VERB
ajceb-4172	178	31	that	that	SCONJ
ajceb-4172	178	32	four	four	NUM
ajceb-4172	178	33	of	of	ADP
ajceb-4172	178	34	the	the	DET
ajceb-4172	178	35	seven	seven	NUM
ajceb-4172	178	36	dimensions	dimension	NOUN
ajceb-4172	178	37	were	be	AUX
ajceb-4172	178	38	active	active	ADJ
ajceb-4172	178	39	in	in	ADP
ajceb-4172	178	40	so	so	ADV
ajceb-4172	178	41	far	far	ADV
ajceb-4172	178	42	as	as	ADP
ajceb-4172	178	43	moving	move	VERB
ajceb-4172	178	44	in	in	ADP
ajceb-4172	178	45	the	the	DET
ajceb-4172	178	46	same	same	ADJ
ajceb-4172	178	47	direction	direction	NOUN
ajceb-4172	178	48	as	as	ADP
ajceb-4172	178	49	the	the	DET
ajceb-4172	178	50	customer	customer	NOUN
ajceb-4172	178	51	satisfaction	satisfaction	NOUN
ajceb-4172	178	52	gap	gap	NOUN
ajceb-4172	178	53	–	–	PUNCT
ajceb-4172	178	54	reliability	reliability	NOUN
ajceb-4172	178	55	,	,	PUNCT
ajceb-4172	178	56	responsiveness	responsiveness	NOUN
ajceb-4172	178	57	,	,	PUNCT
ajceb-4172	178	58	empathy	empathy	NOUN
ajceb-4172	178	59	and	and	CCONJ
ajceb-4172	178	60	care	care	NOUN
ajceb-4172	178	61	in	in	ADP
ajceb-4172	178	62	execution	execution	NOUN
ajceb-4172	178	63	of	of	ADP
ajceb-4172	178	64	work	work	NOUN
ajceb-4172	178	65	.	.	PUNCT
ajceb-4172	179	1	of	of	ADP
ajceb-4172	179	2	these	these	PRON
ajceb-4172	179	3	,	,	PUNCT
ajceb-4172	179	4	reliability	reliability	NOUN
ajceb-4172	179	5	appears	appear	VERB
ajceb-4172	179	6	to	to	PART
ajceb-4172	179	7	be	be	AUX
ajceb-4172	179	8	the	the	DET
ajceb-4172	179	9	most	most	ADV
ajceb-4172	179	10	highly	highly	ADV
ajceb-4172	179	11	active	active	ADJ
ajceb-4172	179	12	in	in	ADP
ajceb-4172	179	13	terms	term	NOUN
ajceb-4172	179	14	of	of	ADP
ajceb-4172	179	15	tracking	track	VERB
ajceb-4172	179	16	similarly	similarly	ADV
ajceb-4172	179	17	to	to	ADP
ajceb-4172	179	18	the	the	DET
ajceb-4172	179	19	customer	customer	NOUN
ajceb-4172	179	20	satisfaction	satisfaction	NOUN
ajceb-4172	179	21	.	.	PUNCT
ajceb-4172	180	1	in	in	ADP
ajceb-4172	180	2	contrast	contrast	NOUN
ajceb-4172	180	3	,	,	PUNCT
ajceb-4172	180	4	the	the	DET
ajceb-4172	180	5	remaining	remain	VERB
ajceb-4172	180	6	three	three	NUM
ajceb-4172	180	7	dimensions	dimension	NOUN
ajceb-4172	180	8	–	–	PUNCT
ajceb-4172	180	9	personal	personal	ADJ
ajceb-4172	180	10	assurance	assurance	NOUN
ajceb-4172	180	11	,	,	PUNCT
ajceb-4172	180	12	tangibles	tangible	NOUN
ajceb-4172	180	13	and	and	CCONJ
ajceb-4172	180	14	work	work	NOUN
ajceb-4172	180	15	output	output	NOUN
ajceb-4172	180	16	–	–	PUNCT
ajceb-4172	180	17	were	be	AUX
ajceb-4172	180	18	inactive	inactive	ADJ
ajceb-4172	180	19	as	as	SCONJ
ajceb-4172	180	20	they	they	PRON
ajceb-4172	180	21	moved	move	VERB
ajceb-4172	180	22	in	in	ADP
ajceb-4172	180	23	the	the	DET
ajceb-4172	180	24	opposite	opposite	ADJ
ajceb-4172	180	25	direction	direction	NOUN
ajceb-4172	180	26	to	to	ADP
ajceb-4172	180	27	customer	customer	NOUN
ajceb-4172	180	28	satisfaction	satisfaction	NOUN
ajceb-4172	180	29	.	.	PUNCT
ajceb-4172	181	1	as	as	ADV
ajceb-4172	181	2	previously	previously	ADV
ajceb-4172	181	3	,	,	PUNCT
ajceb-4172	181	4	the	the	DET
ajceb-4172	181	5	average	average	NOUN
ajceb-4172	181	6	of	of	ADP
ajceb-4172	181	7	the	the	DET
ajceb-4172	181	8	four	four	NUM
ajceb-4172	181	9	active	active	ADJ
ajceb-4172	181	10	dimensions	dimension	NOUN
ajceb-4172	181	11	was	be	AUX
ajceb-4172	181	12	recalculated	recalculate	VERB
ajceb-4172	181	13	to	to	ADP
ajceb-4172	181	14	a	a	DET
ajceb-4172	181	15	revised	revise	VERB
ajceb-4172	181	16	gap	gap	NOUN
ajceb-4172	181	17	of	of	ADP
ajceb-4172	181	18	0.13	0.13	NUM
ajceb-4172	181	19	(	(	PUNCT
ajceb-4172	181	20	including	include	VERB
ajceb-4172	181	21	acknowledgement	acknowledgement	NOUN
ajceb-4172	181	22	of	of	ADP
ajceb-4172	181	23	the	the	DET
ajceb-4172	181	24	highly	highly	ADV
ajceb-4172	181	25	active	active	ADJ
ajceb-4172	181	26	dimensions	dimension	NOUN
ajceb-4172	181	27	in	in	ADP
ajceb-4172	181	28	this	this	DET
ajceb-4172	181	29	mix	mix	NOUN
ajceb-4172	181	30	)	)	PUNCT
ajceb-4172	181	31	,	,	PUNCT
ajceb-4172	181	32	which	which	PRON
ajceb-4172	181	33	was	be	AUX
ajceb-4172	181	34	again	again	ADV
ajceb-4172	181	35	closer	close	ADJ
ajceb-4172	181	36	to	to	ADP
ajceb-4172	181	37	the	the	DET
ajceb-4172	181	38	customer	customer	NOUN
ajceb-4172	181	39	satisfaction	satisfaction	NOUN
ajceb-4172	181	40	gap	gap	NOUN
ajceb-4172	181	41	(	(	PUNCT
ajceb-4172	181	42	0.0	0.0	NUM
ajceb-4172	181	43	)	)	PUNCT
ajceb-4172	181	44	than	than	ADP
ajceb-4172	181	45	the	the	DET
ajceb-4172	181	46	all	all	PRON
ajceb-4172	181	47	-	-	PUNCT
ajceb-4172	181	48	inclusive	inclusive	ADJ
ajceb-4172	181	49	service	service	NOUN
ajceb-4172	181	50	quality	quality	NOUN
ajceb-4172	181	51	gap	gap	NOUN
ajceb-4172	181	52	(	(	PUNCT
ajceb-4172	181	53	0.2	0.2	NUM
ajceb-4172	181	54	)	)	PUNCT
ajceb-4172	181	55	.	.	PUNCT
ajceb-4172	182	1	figure	figure	VERB
ajceb-4172	182	2	5	5	NUM
ajceb-4172	182	3	:	:	PUNCT
ajceb-4172	182	4	gap	gap	NOUN
ajceb-4172	182	5	movements	movement	NOUN
ajceb-4172	182	6	in	in	ADP
ajceb-4172	182	7	service	service	NOUN
ajceb-4172	182	8	quality	quality	NOUN
ajceb-4172	182	9	dimensions	dimension	NOUN
ajceb-4172	182	10	and	and	CCONJ
ajceb-4172	182	11	customer	customer	NOUN
ajceb-4172	182	12	satisfaction	satisfaction	NOUN
ajceb-4172	182	13	at	at	ADP
ajceb-4172	182	14	superstructure	superstructure	NOUN
ajceb-4172	182	15	stage	stage	NOUN
ajceb-4172	182	16	this	this	DET
ajceb-4172	182	17	stage	stage	NOUN
ajceb-4172	182	18	was	be	AUX
ajceb-4172	182	19	found	find	VERB
ajceb-4172	182	20	to	to	PART
ajceb-4172	182	21	break	break	VERB
ajceb-4172	182	22	down	down	ADP
ajceb-4172	182	23	into	into	ADP
ajceb-4172	182	24	15	15	NUM
ajceb-4172	182	25	identifiable	identifiable	ADJ
ajceb-4172	182	26	incidents	incident	NOUN
ajceb-4172	182	27	–	–	PUNCT
ajceb-4172	182	28	8	8	NUM
ajceb-4172	182	29	positive	positive	ADJ
ajceb-4172	182	30	and	and	CCONJ
ajceb-4172	182	31	7	7	NUM
ajceb-4172	182	32	negative	negative	ADJ
ajceb-4172	182	33	.	.	PUNCT
ajceb-4172	183	1	this	this	DET
ajceb-4172	183	2	mix	mix	NOUN
ajceb-4172	183	3	represents	represent	VERB
ajceb-4172	183	4	a	a	DET
ajceb-4172	183	5	weaker	weak	ADJ
ajceb-4172	183	6	positive	positive	ADJ
ajceb-4172	183	7	bias	bias	NOUN
ajceb-4172	183	8	relative	relative	ADJ
ajceb-4172	183	9	to	to	ADP
ajceb-4172	183	10	floor	floor	NOUN
ajceb-4172	183	11	stage	stage	NOUN
ajceb-4172	183	12	,	,	PUNCT
ajceb-4172	183	13	but	but	CCONJ
ajceb-4172	183	14	again	again	ADV
ajceb-4172	183	15	the	the	DET
ajceb-4172	183	16	ratio	ratio	NOUN
ajceb-4172	183	17	between	between	ADP
ajceb-4172	183	18	positive	positive	ADJ
ajceb-4172	183	19	and	and	CCONJ
ajceb-4172	183	20	negative	negative	ADJ
ajceb-4172	183	21	incidents	incident	NOUN
ajceb-4172	183	22	appears	appear	VERB
ajceb-4172	183	23	reasonably	reasonably	ADV
ajceb-4172	183	24	well	well	ADV
ajceb-4172	183	25	aligned	aligned	ADJ
ajceb-4172	183	26	with	with	ADP
ajceb-4172	183	27	the	the	DET
ajceb-4172	183	28	relatively	relatively	ADV
ajceb-4172	183	29	neutral	neutral	ADJ
ajceb-4172	183	30	gap	gap	NOUN
ajceb-4172	183	31	scores	score	NOUN
ajceb-4172	183	32	above	above	ADV
ajceb-4172	183	33	.	.	PUNCT
ajceb-4172	184	1	this	this	PRON
ajceb-4172	184	2	shows	show	VERB
ajceb-4172	184	3	a	a	DET
ajceb-4172	184	4	similar	similar	ADJ
ajceb-4172	184	5	trend	trend	NOUN
ajceb-4172	184	6	to	to	ADP
ajceb-4172	184	7	the	the	DET
ajceb-4172	184	8	previous	previous	ADJ
ajceb-4172	184	9	stage	stage	NOUN
ajceb-4172	184	10	whereby	whereby	SCONJ
ajceb-4172	184	11	the	the	DET
ajceb-4172	184	12	positive	positive	ADJ
ajceb-4172	184	13	and	and	CCONJ
ajceb-4172	184	14	negative	negative	ADJ
ajceb-4172	184	15	incidents	incident	NOUN
ajceb-4172	184	16	appear	appear	VERB
ajceb-4172	184	17	to	to	ADP
ajceb-4172	184	18	counter	counter	NOUN
ajceb-4172	184	19	-	-	VERB
ajceb-4172	184	20	balance	balance	VERB
ajceb-4172	184	21	each	each	DET
ajceb-4172	184	22	other	other	ADJ
ajceb-4172	184	23	,	,	PUNCT
ajceb-4172	184	24	reflecting	reflect	VERB
ajceb-4172	184	25	the	the	DET
ajceb-4172	184	26	service	service	NOUN
ajceb-4172	184	27	quality	quality	NOUN
ajceb-4172	184	28	and	and	CCONJ
ajceb-4172	184	29	customer	customer	NOUN
ajceb-4172	184	30	satisfaction	satisfaction	NOUN
ajceb-4172	184	31	gap	gap	NOUN
ajceb-4172	184	32	scores	score	NOUN
ajceb-4172	184	33	.	.	PUNCT
ajceb-4172	185	1	in	in	ADP
ajceb-4172	185	2	depicting	depict	VERB
ajceb-4172	185	3	positive	positive	ADJ
ajceb-4172	185	4	and	and	CCONJ
ajceb-4172	185	5	negative	negative	ADJ
ajceb-4172	185	6	incidents	incident	NOUN
ajceb-4172	185	7	,	,	PUNCT
ajceb-4172	185	8	there	there	PRON
ajceb-4172	185	9	were	be	VERB
ajceb-4172	185	10	again	again	ADV
ajceb-4172	185	11	standout	standout	NOUN
ajceb-4172	185	12	features	feature	NOUN
ajceb-4172	185	13	(	(	PUNCT
ajceb-4172	185	14	figure	figure	NOUN
ajceb-4172	185	15	6	6	NUM
ajceb-4172	185	16	):	):	PUNCT
ajceb-4172	185	17	•	•	NUM
ajceb-4172	185	18	spontaneous	spontaneous	ADJ
ajceb-4172	185	19	situations	situation	NOUN
ajceb-4172	185	20	(	(	PUNCT
ajceb-4172	185	21	slight	slight	ADJ
ajceb-4172	185	22	negative	negative	ADJ
ajceb-4172	185	23	bias	bias	NOUN
ajceb-4172	185	24	)	)	PUNCT
ajceb-4172	185	25	again	again	ADV
ajceb-4172	185	26	dominated	dominate	VERB
ajceb-4172	185	27	situational	situational	ADJ
ajceb-4172	185	28	context	context	NOUN
ajceb-4172	185	29	.	.	PUNCT
ajceb-4172	186	1	•	•	NUM
ajceb-4172	186	2	the	the	DET
ajceb-4172	186	3	builder	builder	NOUN
ajceb-4172	186	4	(	(	PUNCT
ajceb-4172	186	5	strong	strong	ADJ
ajceb-4172	186	6	positive	positive	ADJ
ajceb-4172	186	7	bias	bias	NOUN
ajceb-4172	186	8	)	)	PUNCT
ajceb-4172	186	9	again	again	ADV
ajceb-4172	186	10	led	lead	VERB
ajceb-4172	186	11	service	service	NOUN
ajceb-4172	186	12	provider	provider	NOUN
ajceb-4172	186	13	involvement	involvement	NOUN
ajceb-4172	186	14	.	.	PUNCT
ajceb-4172	187	1	even	even	ADV
ajceb-4172	187	2	so	so	ADV
ajceb-4172	187	3	,	,	PUNCT
ajceb-4172	187	4	subcontractor	subcontractor	NOUN
ajceb-4172	187	5	involvement	involvement	NOUN
ajceb-4172	187	6	had	have	AUX
ajceb-4172	187	7	increased	increase	VERB
ajceb-4172	187	8	and	and	CCONJ
ajceb-4172	187	9	was	be	AUX
ajceb-4172	187	10	mainly	mainly	ADV
ajceb-4172	187	11	associated	associate	VERB
ajceb-4172	187	12	with	with	ADP
ajceb-4172	187	13	negative	negative	ADJ
ajceb-4172	187	14	incidents	incident	NOUN
ajceb-4172	187	15	.	.	PUNCT
ajceb-4172	188	1	•	•	NUM
ajceb-4172	188	2	personal	personal	ADJ
ajceb-4172	188	3	interaction	interaction	NOUN
ajceb-4172	188	4	(	(	PUNCT
ajceb-4172	188	5	mainly	mainly	ADV
ajceb-4172	188	6	positive	positive	ADJ
ajceb-4172	188	7	bias	bias	NOUN
ajceb-4172	188	8	)	)	PUNCT
ajceb-4172	188	9	and	and	CCONJ
ajceb-4172	188	10	site	site	NOUN
ajceb-4172	188	11	observations	observation	NOUN
ajceb-4172	188	12	(	(	PUNCT
ajceb-4172	188	13	mainly	mainly	ADV
ajceb-4172	188	14	negative	negative	ADJ
ajceb-4172	188	15	bias	bias	NOUN
ajceb-4172	188	16	)	)	PUNCT
ajceb-4172	188	17	almost	almost	ADV
ajceb-4172	188	18	equally	equally	ADV
ajceb-4172	188	19	shared	share	VERB
ajceb-4172	188	20	the	the	DET
ajceb-4172	188	21	main	main	ADJ
ajceb-4172	188	22	sources	source	NOUN
ajceb-4172	188	23	of	of	ADP
ajceb-4172	188	24	exposure	exposure	NOUN
ajceb-4172	188	25	to	to	ADP
ajceb-4172	188	26	incidents	incident	NOUN
ajceb-4172	188	27	.	.	PUNCT
ajceb-4172	189	1	•	•	NUM
ajceb-4172	189	2	progressive	progressive	ADJ
ajceb-4172	189	3	construction	construction	NOUN
ajceb-4172	189	4	activity	activity	NOUN
ajceb-4172	189	5	(	(	PUNCT
ajceb-4172	189	6	mainly	mainly	ADV
ajceb-4172	189	7	negative	negative	ADJ
ajceb-4172	189	8	bias	bias	NOUN
ajceb-4172	189	9	)	)	PUNCT
ajceb-4172	189	10	narrowly	narrowly	ADV
ajceb-4172	189	11	led	lead	VERB
ajceb-4172	189	12	core	core	NOUN
ajceb-4172	189	13	content	content	NOUN
ajceb-4172	189	14	with	with	ADP
ajceb-4172	189	15	progressive	progressive	ADJ
ajceb-4172	189	16	product	product	NOUN
ajceb-4172	189	17	quality	quality	NOUN
ajceb-4172	189	18	not	not	PART
ajceb-4172	189	19	far	far	ADV
ajceb-4172	189	20	behind	behind	ADV
ajceb-4172	189	21	.	.	PUNCT
ajceb-4172	190	1	construction	construction	NOUN
ajceb-4172	190	2	economics	economic	NOUN
ajceb-4172	190	3	and	and	CCONJ
ajceb-4172	190	4	building	building	NOUN
ajceb-4172	190	5	,	,	PUNCT
ajceb-4172	190	6	15(1	15(1	NUM
ajceb-4172	190	7	)	)	PUNCT
ajceb-4172	190	8	,	,	PUNCT
ajceb-4172	190	9	19	19	NUM
ajceb-4172	190	10	-	-	SYM
ajceb-4172	190	11	42	42	NUM
ajceb-4172	190	12	forsythe	forsythe	PROPN
ajceb-4172	190	13	30	30	NUM
ajceb-4172	190	14	•	•	NOUN
ajceb-4172	190	15	multiple	multiple	ADJ
ajceb-4172	190	16	aspects	aspect	NOUN
ajceb-4172	190	17	of	of	ADP
ajceb-4172	190	18	the	the	DET
ajceb-4172	190	19	customer	customer	NOUN
ajceb-4172	190	20	’s	’s	PART
ajceb-4172	190	21	awareness	awareness	NOUN
ajceb-4172	190	22	were	be	AUX
ajceb-4172	190	23	apparent	apparent	ADJ
ajceb-4172	190	24	,	,	PUNCT
ajceb-4172	190	25	including	include	VERB
ajceb-4172	190	26	expressing	express	VERB
ajceb-4172	190	27	new	new	ADJ
ajceb-4172	190	28	needs	need	NOUN
ajceb-4172	190	29	(	(	PUNCT
ajceb-4172	190	30	positive	positive	ADJ
ajceb-4172	190	31	only	only	ADV
ajceb-4172	190	32	)	)	PUNCT
ajceb-4172	190	33	,	,	PUNCT
ajceb-4172	190	34	defensive	defensive	ADJ
ajceb-4172	190	35	action	action	NOUN
ajceb-4172	190	36	(	(	PUNCT
ajceb-4172	190	37	negative	negative	ADJ
ajceb-4172	190	38	only	only	ADV
ajceb-4172	190	39	)	)	PUNCT
ajceb-4172	190	40	and	and	CCONJ
ajceb-4172	190	41	a	a	DET
ajceb-4172	190	42	significant	significant	ADJ
ajceb-4172	190	43	number	number	NOUN
ajceb-4172	190	44	of	of	ADP
ajceb-4172	190	45	instances	instance	NOUN
ajceb-4172	190	46	where	where	SCONJ
ajceb-4172	190	47	no	no	DET
ajceb-4172	190	48	action	action	NOUN
ajceb-4172	190	49	was	be	AUX
ajceb-4172	190	50	taken	take	VERB
ajceb-4172	190	51	(	(	PUNCT
ajceb-4172	190	52	minor	minor	ADJ
ajceb-4172	190	53	positive	positive	ADJ
ajceb-4172	190	54	bias	bias	NOUN
ajceb-4172	190	55	)	)	PUNCT
ajceb-4172	190	56	.	.	PUNCT
ajceb-4172	191	1	figure	figure	VERB
ajceb-4172	191	2	6	6	NUM
ajceb-4172	191	3	:	:	PUNCT
ajceb-4172	191	4	features	feature	NOUN
ajceb-4172	191	5	of	of	ADP
ajceb-4172	191	6	service	service	NOUN
ajceb-4172	191	7	incidents	incident	NOUN
ajceb-4172	191	8	at	at	ADP
ajceb-4172	191	9	superstructure	superstructure	NOUN
ajceb-4172	191	10	stage	stage	NOUN
ajceb-4172	191	11	(	(	PUNCT
ajceb-4172	191	12	positives	positive	NOUN
ajceb-4172	191	13	n=	n=	ADJ
ajceb-4172	191	14	8	8	NUM
ajceb-4172	191	15	;	;	PUNCT
ajceb-4172	191	16	negatives	negative	NOUN
ajceb-4172	191	17	n=7	n=7	PRON
ajceb-4172	191	18	)	)	PUNCT
ajceb-4172	191	19	linings	lining	NOUN
ajceb-4172	191	20	stage	stage	NOUN
ajceb-4172	191	21	figure	figure	NOUN
ajceb-4172	191	22	7	7	NUM
ajceb-4172	191	23	indicates	indicate	VERB
ajceb-4172	191	24	that	that	SCONJ
ajceb-4172	191	25	satisfaction	satisfaction	NOUN
ajceb-4172	191	26	had	have	AUX
ajceb-4172	191	27	dropped	drop	VERB
ajceb-4172	191	28	significantly	significantly	ADV
ajceb-4172	191	29	since	since	SCONJ
ajceb-4172	191	30	superstructure	superstructure	NOUN
ajceb-4172	191	31	stage	stage	NOUN
ajceb-4172	191	32	(	(	PUNCT
ajceb-4172	191	33	-2.0	-2.0	ADJ
ajceb-4172	191	34	)	)	PUNCT
ajceb-4172	191	35	and	and	CCONJ
ajceb-4172	191	36	service	service	NOUN
ajceb-4172	191	37	quality	quality	NOUN
ajceb-4172	191	38	followed	follow	VERB
ajceb-4172	191	39	a	a	DET
ajceb-4172	191	40	similar	similar	ADJ
ajceb-4172	191	41	trend	trend	NOUN
ajceb-4172	191	42	(	(	PUNCT
ajceb-4172	191	43	-0.8	-0.8	NOUN
ajceb-4172	191	44	)	)	PUNCT
ajceb-4172	191	45	.	.	PUNCT
ajceb-4172	192	1	the	the	DET
ajceb-4172	192	2	two	two	NUM
ajceb-4172	192	3	gaps	gap	NOUN
ajceb-4172	192	4	again	again	ADV
ajceb-4172	192	5	tracked	track	VERB
ajceb-4172	192	6	quite	quite	ADV
ajceb-4172	192	7	closely	closely	ADV
ajceb-4172	192	8	to	to	ADP
ajceb-4172	192	9	each	each	DET
ajceb-4172	192	10	other	other	ADJ
ajceb-4172	192	11	,	,	PUNCT
ajceb-4172	192	12	following	follow	VERB
ajceb-4172	192	13	trends	trend	NOUN
ajceb-4172	192	14	from	from	ADP
ajceb-4172	192	15	earlier	early	ADJ
ajceb-4172	192	16	stages	stage	NOUN
ajceb-4172	192	17	.	.	PUNCT
ajceb-4172	193	1	figure	figure	VERB
ajceb-4172	193	2	7	7	NUM
ajceb-4172	193	3	:	:	PUNCT
ajceb-4172	193	4	gap	gap	NOUN
ajceb-4172	193	5	movements	movement	NOUN
ajceb-4172	193	6	in	in	ADP
ajceb-4172	193	7	customer	customer	NOUN
ajceb-4172	193	8	satisfaction	satisfaction	NOUN
ajceb-4172	193	9	and	and	CCONJ
ajceb-4172	193	10	service	service	NOUN
ajceb-4172	193	11	quality	quality	NOUN
ajceb-4172	193	12	at	at	ADP
ajceb-4172	193	13	linings	lining	NOUN
ajceb-4172	193	14	stage	stage	NOUN
ajceb-4172	193	15	construction	construction	NOUN
ajceb-4172	193	16	economics	economic	NOUN
ajceb-4172	193	17	and	and	CCONJ
ajceb-4172	193	18	building	building	NOUN
ajceb-4172	193	19	,	,	PUNCT
ajceb-4172	193	20	15(1	15(1	NUM
ajceb-4172	193	21	)	)	PUNCT
ajceb-4172	193	22	,	,	PUNCT
ajceb-4172	193	23	19	19	NUM
ajceb-4172	193	24	-	-	SYM
ajceb-4172	193	25	42	42	NUM
ajceb-4172	193	26	forsythe	forsythe	PROPN
ajceb-4172	193	27	31	31	NUM
ajceb-4172	193	28	a	a	DET
ajceb-4172	193	29	breakdown	breakdown	NOUN
ajceb-4172	193	30	of	of	ADP
ajceb-4172	193	31	the	the	DET
ajceb-4172	193	32	seven	seven	NUM
ajceb-4172	193	33	individual	individual	ADJ
ajceb-4172	193	34	dimensions	dimension	NOUN
ajceb-4172	193	35	of	of	ADP
ajceb-4172	193	36	service	service	NOUN
ajceb-4172	193	37	quality	quality	NOUN
ajceb-4172	193	38	(	(	PUNCT
ajceb-4172	193	39	figure	figure	NOUN
ajceb-4172	193	40	8)	8)	NUM
ajceb-4172	193	41	shows	show	VERB
ajceb-4172	193	42	that	that	SCONJ
ajceb-4172	193	43	all	all	DET
ajceb-4172	193	44	dimensions	dimension	NOUN
ajceb-4172	193	45	except	except	SCONJ
ajceb-4172	193	46	tangibles	tangible	NOUN
ajceb-4172	193	47	were	be	AUX
ajceb-4172	193	48	active	active	ADJ
ajceb-4172	193	49	in	in	ADP
ajceb-4172	193	50	following	follow	VERB
ajceb-4172	193	51	the	the	DET
ajceb-4172	193	52	same	same	ADJ
ajceb-4172	193	53	negative	negative	ADJ
ajceb-4172	193	54	direction	direction	NOUN
ajceb-4172	193	55	as	as	ADP
ajceb-4172	193	56	the	the	DET
ajceb-4172	193	57	customer	customer	NOUN
ajceb-4172	193	58	satisfaction	satisfaction	NOUN
ajceb-4172	193	59	gap	gap	NOUN
ajceb-4172	193	60	.	.	PUNCT
ajceb-4172	194	1	of	of	ADP
ajceb-4172	194	2	these	these	PRON
ajceb-4172	194	3	,	,	PUNCT
ajceb-4172	194	4	reliability	reliability	NOUN
ajceb-4172	194	5	,	,	PUNCT
ajceb-4172	194	6	empathy	empathy	NOUN
ajceb-4172	194	7	and	and	CCONJ
ajceb-4172	194	8	care	care	NOUN
ajceb-4172	194	9	in	in	ADP
ajceb-4172	194	10	execution	execution	NOUN
ajceb-4172	194	11	of	of	ADP
ajceb-4172	194	12	work	work	NOUN
ajceb-4172	194	13	appeared	appear	VERB
ajceb-4172	194	14	to	to	PART
ajceb-4172	194	15	be	be	AUX
ajceb-4172	194	16	more	more	ADV
ajceb-4172	194	17	highly	highly	ADV
ajceb-4172	194	18	active	active	ADJ
ajceb-4172	194	19	in	in	ADP
ajceb-4172	194	20	terms	term	NOUN
ajceb-4172	194	21	of	of	ADP
ajceb-4172	194	22	tracking	track	VERB
ajceb-4172	194	23	the	the	DET
ajceb-4172	194	24	customer	customer	NOUN
ajceb-4172	194	25	satisfaction	satisfaction	NOUN
ajceb-4172	194	26	gap	gap	NOUN
ajceb-4172	194	27	than	than	ADP
ajceb-4172	194	28	the	the	DET
ajceb-4172	194	29	other	other	ADJ
ajceb-4172	194	30	active	active	ADJ
ajceb-4172	194	31	dimensions	dimension	NOUN
ajceb-4172	194	32	.	.	PUNCT
ajceb-4172	195	1	recalculation	recalculation	NOUN
ajceb-4172	195	2	according	accord	VERB
ajceb-4172	195	3	to	to	ADP
ajceb-4172	195	4	these	these	DET
ajceb-4172	195	5	active	active	ADJ
ajceb-4172	195	6	dimensions	dimension	NOUN
ajceb-4172	195	7	(	(	PUNCT
ajceb-4172	195	8	including	include	VERB
ajceb-4172	195	9	acknowledgement	acknowledgement	NOUN
ajceb-4172	195	10	of	of	ADP
ajceb-4172	195	11	the	the	DET
ajceb-4172	195	12	highly	highly	ADV
ajceb-4172	195	13	active	active	ADJ
ajceb-4172	195	14	dimensions	dimension	NOUN
ajceb-4172	195	15	in	in	ADP
ajceb-4172	195	16	this	this	DET
ajceb-4172	195	17	mix	mix	NOUN
ajceb-4172	195	18	)	)	PUNCT
ajceb-4172	195	19	resulted	result	VERB
ajceb-4172	195	20	in	in	ADP
ajceb-4172	195	21	a	a	DET
ajceb-4172	195	22	gap	gap	NOUN
ajceb-4172	195	23	of	of	ADP
ajceb-4172	195	24	–	–	PUNCT
ajceb-4172	195	25	1.0	1.0	NUM
ajceb-4172	195	26	,	,	PUNCT
ajceb-4172	195	27	which	which	PRON
ajceb-4172	195	28	was	be	AUX
ajceb-4172	195	29	closer	close	ADJ
ajceb-4172	195	30	to	to	ADP
ajceb-4172	195	31	the	the	DET
ajceb-4172	195	32	customer	customer	NOUN
ajceb-4172	195	33	satisfaction	satisfaction	NOUN
ajceb-4172	195	34	gap	gap	NOUN
ajceb-4172	195	35	(	(	PUNCT
ajceb-4172	195	36	-2.0	-2.0	ADJ
ajceb-4172	195	37	)	)	PUNCT
ajceb-4172	195	38	than	than	ADP
ajceb-4172	195	39	the	the	DET
ajceb-4172	195	40	all	all	PRON
ajceb-4172	195	41	-	-	PUNCT
ajceb-4172	195	42	inclusive	inclusive	ADJ
ajceb-4172	195	43	service	service	NOUN
ajceb-4172	195	44	quality	quality	NOUN
ajceb-4172	195	45	gap	gap	NOUN
ajceb-4172	195	46	(	(	PUNCT
ajceb-4172	195	47	-0.8	-0.8	ADJ
ajceb-4172	195	48	)	)	PUNCT
ajceb-4172	195	49	.	.	PUNCT
ajceb-4172	196	1	figure	figure	VERB
ajceb-4172	196	2	8	8	NUM
ajceb-4172	196	3	:	:	PUNCT
ajceb-4172	196	4	gap	gap	NOUN
ajceb-4172	196	5	movements	movement	NOUN
ajceb-4172	196	6	in	in	ADP
ajceb-4172	196	7	service	service	NOUN
ajceb-4172	196	8	quality	quality	NOUN
ajceb-4172	196	9	dimensions	dimension	NOUN
ajceb-4172	196	10	and	and	CCONJ
ajceb-4172	196	11	customer	customer	NOUN
ajceb-4172	196	12	satisfaction	satisfaction	NOUN
ajceb-4172	196	13	at	at	ADP
ajceb-4172	196	14	linings	lining	NOUN
ajceb-4172	196	15	stage	stage	NOUN
ajceb-4172	196	16	in	in	ADP
ajceb-4172	196	17	conjunction	conjunction	NOUN
ajceb-4172	196	18	with	with	ADP
ajceb-4172	196	19	gap	gap	NOUN
ajceb-4172	196	20	scores	score	NOUN
ajceb-4172	196	21	,	,	PUNCT
ajceb-4172	196	22	there	there	PRON
ajceb-4172	196	23	was	be	VERB
ajceb-4172	196	24	a	a	DET
ajceb-4172	196	25	marked	mark	VERB
ajceb-4172	196	26	increase	increase	NOUN
ajceb-4172	196	27	in	in	ADP
ajceb-4172	196	28	incidents	incident	NOUN
ajceb-4172	196	29	during	during	ADP
ajceb-4172	196	30	the	the	DET
ajceb-4172	196	31	period	period	NOUN
ajceb-4172	196	32	with	with	ADP
ajceb-4172	196	33	27	27	NUM
ajceb-4172	196	34	incidents	incident	NOUN
ajceb-4172	196	35	in	in	ADP
ajceb-4172	196	36	total	total	NOUN
ajceb-4172	196	37	:	:	PUNCT
ajceb-4172	196	38	4	4	NUM
ajceb-4172	196	39	were	be	AUX
ajceb-4172	196	40	positive	positive	ADJ
ajceb-4172	196	41	and	and	CCONJ
ajceb-4172	196	42	23	23	NUM
ajceb-4172	196	43	negative	negative	ADJ
ajceb-4172	196	44	.	.	PUNCT
ajceb-4172	197	1	associated	associated	ADJ
ajceb-4172	197	2	features	feature	NOUN
ajceb-4172	197	3	(	(	PUNCT
ajceb-4172	197	4	figure	figure	NOUN
ajceb-4172	197	5	9	9	NUM
ajceb-4172	197	6	)	)	PUNCT
ajceb-4172	197	7	include	include	VERB
ajceb-4172	197	8	:	:	PUNCT
ajceb-4172	197	9	•	•	NOUN
ajceb-4172	197	10	spontaneous	spontaneous	ADJ
ajceb-4172	197	11	situations	situation	NOUN
ajceb-4172	197	12	again	again	ADV
ajceb-4172	197	13	dominated	dominate	VERB
ajceb-4172	197	14	situational	situational	ADJ
ajceb-4172	197	15	context	context	NOUN
ajceb-4172	197	16	(	(	PUNCT
ajceb-4172	197	17	strong	strong	ADJ
ajceb-4172	197	18	negative	negative	ADJ
ajceb-4172	197	19	bias	bias	NOUN
ajceb-4172	197	20	)	)	PUNCT
ajceb-4172	197	21	but	but	CCONJ
ajceb-4172	197	22	there	there	PRON
ajceb-4172	197	23	was	be	VERB
ajceb-4172	197	24	also	also	ADV
ajceb-4172	197	25	a	a	DET
ajceb-4172	197	26	sharp	sharp	ADJ
ajceb-4172	197	27	increase	increase	NOUN
ajceb-4172	197	28	in	in	ADP
ajceb-4172	197	29	secondary	secondary	ADJ
ajceb-4172	197	30	situations	situation	NOUN
ajceb-4172	197	31	(	(	PUNCT
ajceb-4172	197	32	negative	negative	ADJ
ajceb-4172	197	33	bias	bias	NOUN
ajceb-4172	197	34	)	)	PUNCT
ajceb-4172	197	35	•	•	NUM
ajceb-4172	197	36	subcontractors	subcontractor	NOUN
ajceb-4172	197	37	now	now	ADV
ajceb-4172	197	38	led	lead	VERB
ajceb-4172	197	39	service	service	NOUN
ajceb-4172	197	40	provider	provider	NOUN
ajceb-4172	197	41	involvement	involvement	NOUN
ajceb-4172	197	42	(	(	PUNCT
ajceb-4172	197	43	purely	purely	ADV
ajceb-4172	197	44	negative	negative	ADJ
ajceb-4172	197	45	bias	bias	NOUN
ajceb-4172	197	46	)	)	PUNCT
ajceb-4172	197	47	.	.	PUNCT
ajceb-4172	198	1	•	•	NUM
ajceb-4172	198	2	site	site	NOUN
ajceb-4172	198	3	observations	observation	NOUN
ajceb-4172	198	4	and	and	CCONJ
ajceb-4172	198	5	to	to	ADP
ajceb-4172	198	6	a	a	DET
ajceb-4172	198	7	slightly	slightly	ADV
ajceb-4172	198	8	lesser	less	ADJ
ajceb-4172	198	9	extent	extent	NOUN
ajceb-4172	198	10	personal	personal	ADJ
ajceb-4172	198	11	interaction	interaction	NOUN
ajceb-4172	198	12	dominated	dominate	VERB
ajceb-4172	198	13	sources	source	NOUN
ajceb-4172	198	14	of	of	ADP
ajceb-4172	198	15	exposure	exposure	NOUN
ajceb-4172	198	16	(	(	PUNCT
ajceb-4172	198	17	both	both	CCONJ
ajceb-4172	198	18	mainly	mainly	ADV
ajceb-4172	198	19	negative	negative	ADJ
ajceb-4172	198	20	bias	bias	NOUN
ajceb-4172	198	21	)	)	PUNCT
ajceb-4172	198	22	.	.	PUNCT
ajceb-4172	199	1	•	•	NUM
ajceb-4172	199	2	progressive	progressive	ADJ
ajceb-4172	199	3	product	product	NOUN
ajceb-4172	199	4	quality	quality	NOUN
ajceb-4172	199	5	constituted	constitute	VERB
ajceb-4172	199	6	most	most	ADJ
ajceb-4172	199	7	of	of	ADP
ajceb-4172	199	8	the	the	DET
ajceb-4172	199	9	core	core	NOUN
ajceb-4172	199	10	content	content	NOUN
ajceb-4172	199	11	associated	associate	VERB
ajceb-4172	199	12	with	with	ADP
ajceb-4172	199	13	incidents	incident	NOUN
ajceb-4172	199	14	followed	follow	VERB
ajceb-4172	199	15	by	by	ADP
ajceb-4172	199	16	progressive	progressive	ADJ
ajceb-4172	199	17	construction	construction	NOUN
ajceb-4172	199	18	activity	activity	NOUN
ajceb-4172	199	19	(	(	PUNCT
ajceb-4172	199	20	both	both	CCONJ
ajceb-4172	199	21	mainly	mainly	ADV
ajceb-4172	199	22	negative	negative	ADJ
ajceb-4172	199	23	bias	bias	NOUN
ajceb-4172	199	24	)	)	PUNCT
ajceb-4172	199	25	.	.	PUNCT
ajceb-4172	200	1	•	•	NUM
ajceb-4172	200	2	defensive	defensive	ADJ
ajceb-4172	200	3	action	action	NOUN
ajceb-4172	200	4	(	(	PUNCT
ajceb-4172	200	5	purely	purely	ADV
ajceb-4172	200	6	negative	negative	ADJ
ajceb-4172	200	7	bias	bias	NOUN
ajceb-4172	200	8	)	)	PUNCT
ajceb-4172	200	9	dominated	dominate	VERB
ajceb-4172	200	10	customer	customer	NOUN
ajceb-4172	200	11	awareness	awareness	NOUN
ajceb-4172	200	12	.	.	PUNCT
ajceb-4172	201	1	close	close	ADV
ajceb-4172	201	2	behind	behind	ADV
ajceb-4172	201	3	,	,	PUNCT
ajceb-4172	201	4	there	there	PRON
ajceb-4172	201	5	were	be	VERB
ajceb-4172	201	6	a	a	DET
ajceb-4172	201	7	growing	grow	VERB
ajceb-4172	201	8	number	number	NOUN
ajceb-4172	201	9	of	of	ADP
ajceb-4172	201	10	instances	instance	NOUN
ajceb-4172	201	11	where	where	SCONJ
ajceb-4172	201	12	no	no	DET
ajceb-4172	201	13	action	action	NOUN
ajceb-4172	201	14	was	be	AUX
ajceb-4172	201	15	taken	take	VERB
ajceb-4172	201	16	by	by	ADP
ajceb-4172	201	17	the	the	DET
ajceb-4172	201	18	customer	customer	NOUN
ajceb-4172	201	19	(	(	PUNCT
ajceb-4172	201	20	mainly	mainly	ADV
ajceb-4172	201	21	negative	negative	ADJ
ajceb-4172	201	22	bias	bias	NOUN
ajceb-4172	201	23	)	)	PUNCT
ajceb-4172	201	24	.	.	PUNCT
ajceb-4172	202	1	construction	construction	NOUN
ajceb-4172	202	2	economics	economic	NOUN
ajceb-4172	202	3	and	and	CCONJ
ajceb-4172	202	4	building	building	NOUN
ajceb-4172	202	5	,	,	PUNCT
ajceb-4172	202	6	15(1	15(1	NUM
ajceb-4172	202	7	)	)	PUNCT
ajceb-4172	202	8	,	,	PUNCT
ajceb-4172	202	9	19	19	NUM
ajceb-4172	202	10	-	-	SYM
ajceb-4172	202	11	42	42	NUM
ajceb-4172	202	12	forsythe	forsythe	PROPN
ajceb-4172	202	13	32	32	NUM
ajceb-4172	202	14	the	the	DET
ajceb-4172	202	15	strong	strong	ADJ
ajceb-4172	202	16	negative	negative	ADJ
ajceb-4172	202	17	bias	bias	NOUN
ajceb-4172	202	18	in	in	ADP
ajceb-4172	202	19	incidents	incident	NOUN
ajceb-4172	202	20	was	be	AUX
ajceb-4172	202	21	not	not	PART
ajceb-4172	202	22	fully	fully	ADV
ajceb-4172	202	23	reflected	reflect	VERB
ajceb-4172	202	24	in	in	ADP
ajceb-4172	202	25	the	the	DET
ajceb-4172	202	26	relatively	relatively	ADV
ajceb-4172	202	27	mid	mid	ADJ
ajceb-4172	202	28	-	-	ADJ
ajceb-4172	202	29	level	level	ADJ
ajceb-4172	202	30	negative	negative	ADJ
ajceb-4172	202	31	gap	gap	NOUN
ajceb-4172	202	32	scores	score	NOUN
ajceb-4172	202	33	.	.	PUNCT
ajceb-4172	203	1	this	this	PRON
ajceb-4172	203	2	may	may	AUX
ajceb-4172	203	3	be	be	AUX
ajceb-4172	203	4	a	a	DET
ajceb-4172	203	5	result	result	NOUN
ajceb-4172	203	6	of	of	ADP
ajceb-4172	203	7	certain	certain	ADJ
ajceb-4172	203	8	features	feature	NOUN
ajceb-4172	203	9	within	within	ADP
ajceb-4172	203	10	the	the	DET
ajceb-4172	203	11	overall	overall	ADJ
ajceb-4172	203	12	set	set	NOUN
ajceb-4172	203	13	of	of	ADP
ajceb-4172	203	14	incidents	incident	NOUN
ajceb-4172	203	15	occurring	occur	VERB
ajceb-4172	203	16	during	during	ADP
ajceb-4172	203	17	this	this	DET
ajceb-4172	203	18	stage	stage	NOUN
ajceb-4172	203	19	.	.	PUNCT
ajceb-4172	204	1	for	for	ADP
ajceb-4172	204	2	instance	instance	NOUN
ajceb-4172	204	3	,	,	PUNCT
ajceb-4172	204	4	in	in	ADP
ajceb-4172	204	5	figure	figure	NOUN
ajceb-4172	204	6	8	8	NUM
ajceb-4172	204	7	,	,	PUNCT
ajceb-4172	204	8	it	it	PRON
ajceb-4172	204	9	appears	appear	VERB
ajceb-4172	204	10	that	that	SCONJ
ajceb-4172	204	11	many	many	ADJ
ajceb-4172	204	12	spontaneous	spontaneous	ADJ
ajceb-4172	204	13	situations	situation	NOUN
ajceb-4172	204	14	led	lead	VERB
ajceb-4172	204	15	to	to	ADP
ajceb-4172	204	16	secondary	secondary	ADJ
ajceb-4172	204	17	situations	situation	NOUN
ajceb-4172	204	18	(	(	PUNCT
ajceb-4172	204	19	i.e.	i.e.	X
ajceb-4172	204	20	13	13	NUM
ajceb-4172	204	21	spontaneous	spontaneous	ADJ
ajceb-4172	204	22	and	and	CCONJ
ajceb-4172	204	23	12	12	NUM
ajceb-4172	204	24	secondary	secondary	ADJ
ajceb-4172	204	25	situations	situation	NOUN
ajceb-4172	204	26	)	)	PUNCT
ajceb-4172	204	27	,	,	PUNCT
ajceb-4172	204	28	thus	thus	ADV
ajceb-4172	204	29	creating	create	VERB
ajceb-4172	204	30	a	a	DET
ajceb-4172	204	31	complex	complex	ADJ
ajceb-4172	204	32	rolling	rolling	ADJ
ajceb-4172	204	33	set	set	NOUN
ajceb-4172	204	34	of	of	ADP
ajceb-4172	204	35	problems	problem	NOUN
ajceb-4172	204	36	and	and	CCONJ
ajceb-4172	204	37	an	an	DET
ajceb-4172	204	38	ongoing	ongoing	ADJ
ajceb-4172	204	39	state	state	NOUN
ajceb-4172	204	40	of	of	ADP
ajceb-4172	204	41	malaise	malaise	NOUN
ajceb-4172	204	42	for	for	ADP
ajceb-4172	204	43	the	the	DET
ajceb-4172	204	44	customer	customer	NOUN
ajceb-4172	204	45	rather	rather	ADV
ajceb-4172	204	46	than	than	ADP
ajceb-4172	204	47	resolution	resolution	NOUN
ajceb-4172	204	48	of	of	ADP
ajceb-4172	204	49	the	the	DET
ajceb-4172	204	50	original	original	ADJ
ajceb-4172	204	51	situation	situation	NOUN
ajceb-4172	204	52	.	.	PUNCT
ajceb-4172	205	1	another	another	DET
ajceb-4172	205	2	possible	possible	ADJ
ajceb-4172	205	3	reason	reason	NOUN
ajceb-4172	205	4	is	be	AUX
ajceb-4172	205	5	simply	simply	ADV
ajceb-4172	205	6	that	that	SCONJ
ajceb-4172	205	7	the	the	DET
ajceb-4172	205	8	customer	customer	NOUN
ajceb-4172	205	9	may	may	AUX
ajceb-4172	205	10	have	have	AUX
ajceb-4172	205	11	reached	reach	VERB
ajceb-4172	205	12	a	a	DET
ajceb-4172	205	13	saturation	saturation	NOUN
ajceb-4172	205	14	point	point	NOUN
ajceb-4172	205	15	regarding	regard	VERB
ajceb-4172	205	16	negative	negative	ADJ
ajceb-4172	205	17	incidents	incident	NOUN
ajceb-4172	205	18	,	,	PUNCT
ajceb-4172	205	19	meaning	mean	VERB
ajceb-4172	205	20	that	that	SCONJ
ajceb-4172	205	21	after	after	ADP
ajceb-4172	205	22	this	this	DET
ajceb-4172	205	23	point	point	NOUN
ajceb-4172	205	24	negative	negative	ADJ
ajceb-4172	205	25	incidents	incident	NOUN
ajceb-4172	205	26	had	have	VERB
ajceb-4172	205	27	a	a	DET
ajceb-4172	205	28	decreasing	decrease	VERB
ajceb-4172	205	29	impact	impact	NOUN
ajceb-4172	205	30	on	on	ADP
ajceb-4172	205	31	customer	customer	NOUN
ajceb-4172	205	32	satisfaction	satisfaction	NOUN
ajceb-4172	205	33	and	and	CCONJ
ajceb-4172	205	34	service	service	NOUN
ajceb-4172	205	35	quality	quality	NOUN
ajceb-4172	205	36	gap	gap	NOUN
ajceb-4172	205	37	scores	score	NOUN
ajceb-4172	205	38	.	.	PUNCT
ajceb-4172	206	1	figure	figure	NOUN
ajceb-4172	206	2	9	9	NUM
ajceb-4172	206	3	:	:	PUNCT
ajceb-4172	206	4	features	feature	NOUN
ajceb-4172	206	5	of	of	ADP
ajceb-4172	206	6	service	service	NOUN
ajceb-4172	206	7	incidents	incident	NOUN
ajceb-4172	206	8	at	at	ADP
ajceb-4172	206	9	linings	lining	NOUN
ajceb-4172	206	10	stage	stage	NOUN
ajceb-4172	206	11	(	(	PUNCT
ajceb-4172	206	12	positives	positive	NOUN
ajceb-4172	206	13	n=4	n=4	NUM
ajceb-4172	206	14	;	;	PUNCT
ajceb-4172	206	15	negatives	negative	NOUN
ajceb-4172	206	16	n=23	n=23	PROPN
ajceb-4172	206	17	)	)	PUNCT
ajceb-4172	206	18	practical	practical	ADJ
ajceb-4172	206	19	completion	completion	NOUN
ajceb-4172	206	20	stage	stage	NOUN
ajceb-4172	206	21	as	as	SCONJ
ajceb-4172	206	22	shown	show	VERB
ajceb-4172	206	23	in	in	ADP
ajceb-4172	206	24	figure	figure	NOUN
ajceb-4172	206	25	10	10	NUM
ajceb-4172	206	26	,	,	PUNCT
ajceb-4172	206	27	the	the	DET
ajceb-4172	206	28	customer	customer	NOUN
ajceb-4172	206	29	’s	’s	PART
ajceb-4172	206	30	satisfaction	satisfaction	NOUN
ajceb-4172	206	31	improved	improve	VERB
ajceb-4172	206	32	significantly	significantly	ADV
ajceb-4172	206	33	in	in	ADP
ajceb-4172	206	34	the	the	DET
ajceb-4172	206	35	final	final	ADJ
ajceb-4172	206	36	stage	stage	NOUN
ajceb-4172	206	37	of	of	ADP
ajceb-4172	206	38	the	the	DET
ajceb-4172	206	39	project	project	NOUN
ajceb-4172	206	40	from	from	ADP
ajceb-4172	206	41	a	a	DET
ajceb-4172	206	42	negative	negative	ADJ
ajceb-4172	206	43	to	to	ADP
ajceb-4172	206	44	a	a	DET
ajceb-4172	206	45	neutral	neutral	ADJ
ajceb-4172	206	46	gap	gap	NOUN
ajceb-4172	206	47	score	score	NOUN
ajceb-4172	206	48	(	(	PUNCT
ajceb-4172	206	49	0.0	0.0	NUM
ajceb-4172	206	50	)	)	PUNCT
ajceb-4172	206	51	.	.	PUNCT
ajceb-4172	207	1	service	service	NOUN
ajceb-4172	207	2	quality	quality	NOUN
ajceb-4172	207	3	again	again	ADV
ajceb-4172	207	4	followed	follow	VERB
ajceb-4172	207	5	a	a	DET
ajceb-4172	207	6	similar	similar	ADJ
ajceb-4172	207	7	trend	trend	NOUN
ajceb-4172	207	8	,	,	PUNCT
ajceb-4172	207	9	but	but	CCONJ
ajceb-4172	207	10	the	the	DET
ajceb-4172	207	11	amount	amount	NOUN
ajceb-4172	207	12	of	of	ADP
ajceb-4172	207	13	movement	movement	NOUN
ajceb-4172	207	14	was	be	AUX
ajceb-4172	207	15	less	less	ADV
ajceb-4172	207	16	pronounced	pronounced	ADJ
ajceb-4172	207	17	(	(	PUNCT
ajceb-4172	207	18	0.3	0.3	NUM
ajceb-4172	207	19	)	)	PUNCT
ajceb-4172	207	20	.	.	PUNCT
ajceb-4172	208	1	from	from	ADP
ajceb-4172	208	2	figure	figure	NOUN
ajceb-4172	208	3	11	11	NUM
ajceb-4172	208	4	,	,	PUNCT
ajceb-4172	208	5	most	most	ADJ
ajceb-4172	208	6	dimensions	dimension	NOUN
ajceb-4172	208	7	moved	move	VERB
ajceb-4172	208	8	in	in	ADP
ajceb-4172	208	9	the	the	DET
ajceb-4172	208	10	same	same	ADJ
ajceb-4172	208	11	positive	positive	ADJ
ajceb-4172	208	12	direction	direction	NOUN
ajceb-4172	208	13	as	as	ADP
ajceb-4172	208	14	the	the	DET
ajceb-4172	208	15	customer	customer	NOUN
ajceb-4172	208	16	satisfaction	satisfaction	NOUN
ajceb-4172	208	17	gap	gap	NOUN
ajceb-4172	208	18	.	.	PUNCT
ajceb-4172	209	1	the	the	DET
ajceb-4172	209	2	active	active	ADJ
ajceb-4172	209	3	dimensions	dimension	NOUN
ajceb-4172	209	4	tracking	track	VERB
ajceb-4172	209	5	in	in	ADP
ajceb-4172	209	6	the	the	DET
ajceb-4172	209	7	same	same	ADJ
ajceb-4172	209	8	direction	direction	NOUN
ajceb-4172	209	9	included	include	VERB
ajceb-4172	209	10	empathy	empathy	NOUN
ajceb-4172	209	11	,	,	PUNCT
ajceb-4172	209	12	reliability	reliability	NOUN
ajceb-4172	209	13	,	,	PUNCT
ajceb-4172	209	14	responsiveness	responsiveness	NOUN
ajceb-4172	209	15	,	,	PUNCT
ajceb-4172	209	16	personal	personal	ADJ
ajceb-4172	209	17	assurance	assurance	NOUN
ajceb-4172	209	18	,	,	PUNCT
ajceb-4172	209	19	work	work	NOUN
ajceb-4172	209	20	output	output	NOUN
ajceb-4172	209	21	and	and	CCONJ
ajceb-4172	209	22	care	care	VERB
ajceb-4172	209	23	in	in	ADP
ajceb-4172	209	24	execution	execution	NOUN
ajceb-4172	209	25	of	of	ADP
ajceb-4172	209	26	work	work	NOUN
ajceb-4172	209	27	.	.	PUNCT
ajceb-4172	210	1	of	of	ADP
ajceb-4172	210	2	these	these	PRON
ajceb-4172	210	3	,	,	PUNCT
ajceb-4172	210	4	reliability	reliability	NOUN
ajceb-4172	210	5	and	and	CCONJ
ajceb-4172	210	6	care	care	NOUN
ajceb-4172	210	7	in	in	ADP
ajceb-4172	210	8	execution	execution	NOUN
ajceb-4172	210	9	appear	appear	VERB
ajceb-4172	210	10	more	more	ADV
ajceb-4172	210	11	highly	highly	ADV
ajceb-4172	210	12	active	active	ADJ
ajceb-4172	210	13	in	in	ADP
ajceb-4172	210	14	terms	term	NOUN
ajceb-4172	210	15	of	of	ADP
ajceb-4172	210	16	tracking	track	VERB
ajceb-4172	210	17	customer	customer	NOUN
ajceb-4172	210	18	satisfaction	satisfaction	NOUN
ajceb-4172	210	19	than	than	ADP
ajceb-4172	210	20	the	the	DET
ajceb-4172	210	21	others	other	NOUN
ajceb-4172	210	22	.	.	PUNCT
ajceb-4172	211	1	the	the	DET
ajceb-4172	211	2	average	average	NOUN
ajceb-4172	211	3	of	of	ADP
ajceb-4172	211	4	the	the	DET
ajceb-4172	211	5	six	six	NUM
ajceb-4172	211	6	active	active	ADJ
ajceb-4172	211	7	dimensions	dimension	NOUN
ajceb-4172	211	8	equates	equate	VERB
ajceb-4172	211	9	to	to	ADP
ajceb-4172	211	10	a	a	DET
ajceb-4172	211	11	gap	gap	NOUN
ajceb-4172	211	12	of	of	ADP
ajceb-4172	211	13	-0.06	-0.06	NUM
ajceb-4172	211	14	(	(	PUNCT
ajceb-4172	211	15	including	include	VERB
ajceb-4172	211	16	acknowledgement	acknowledgement	NOUN
ajceb-4172	211	17	of	of	ADP
ajceb-4172	211	18	the	the	DET
ajceb-4172	211	19	highly	highly	ADV
ajceb-4172	211	20	active	active	ADJ
ajceb-4172	211	21	dimensions	dimension	NOUN
ajceb-4172	211	22	in	in	ADP
ajceb-4172	211	23	this	this	DET
ajceb-4172	211	24	mix	mix	NOUN
ajceb-4172	211	25	)	)	PUNCT
ajceb-4172	211	26	which	which	PRON
ajceb-4172	211	27	again	again	ADV
ajceb-4172	211	28	was	be	AUX
ajceb-4172	211	29	closer	close	ADJ
ajceb-4172	211	30	to	to	ADP
ajceb-4172	211	31	the	the	DET
ajceb-4172	211	32	customer	customer	NOUN
ajceb-4172	211	33	satisfaction	satisfaction	NOUN
ajceb-4172	211	34	gap	gap	NOUN
ajceb-4172	211	35	(	(	PUNCT
ajceb-4172	211	36	0.0	0.0	NUM
ajceb-4172	211	37	)	)	PUNCT
ajceb-4172	211	38	than	than	ADP
ajceb-4172	211	39	the	the	DET
ajceb-4172	211	40	all	all	PRON
ajceb-4172	211	41	-	-	PUNCT
ajceb-4172	211	42	inclusive	inclusive	ADJ
ajceb-4172	211	43	service	service	NOUN
ajceb-4172	211	44	quality	quality	NOUN
ajceb-4172	211	45	gap	gap	NOUN
ajceb-4172	211	46	(	(	PUNCT
ajceb-4172	211	47	-0.3	-0.3	PROPN
ajceb-4172	211	48	)	)	PUNCT
ajceb-4172	211	49	.	.	PUNCT
ajceb-4172	212	1	this	this	PRON
ajceb-4172	212	2	now	now	ADV
ajceb-4172	212	3	strongly	strongly	ADV
ajceb-4172	212	4	supports	support	VERB
ajceb-4172	212	5	the	the	DET
ajceb-4172	212	6	trend	trend	NOUN
ajceb-4172	212	7	that	that	PRON
ajceb-4172	212	8	some	some	DET
ajceb-4172	212	9	dimensions	dimension	NOUN
ajceb-4172	212	10	are	be	AUX
ajceb-4172	212	11	more	more	ADV
ajceb-4172	212	12	active	active	ADJ
ajceb-4172	212	13	in	in	ADP
ajceb-4172	212	14	influencing	influence	VERB
ajceb-4172	212	15	customer	customer	NOUN
ajceb-4172	212	16	satisfaction	satisfaction	NOUN
ajceb-4172	212	17	than	than	ADP
ajceb-4172	212	18	others	other	NOUN
ajceb-4172	212	19	,	,	PUNCT
ajceb-4172	212	20	thus	thus	ADV
ajceb-4172	212	21	giving	give	VERB
ajceb-4172	212	22	a	a	DET
ajceb-4172	212	23	more	more	ADV
ajceb-4172	212	24	refined	refined	ADJ
ajceb-4172	212	25	view	view	NOUN
ajceb-4172	212	26	of	of	ADP
ajceb-4172	212	27	the	the	DET
ajceb-4172	212	28	association	association	NOUN
ajceb-4172	212	29	between	between	ADP
ajceb-4172	212	30	customer	customer	NOUN
ajceb-4172	212	31	satisfaction	satisfaction	NOUN
ajceb-4172	212	32	and	and	CCONJ
ajceb-4172	212	33	service	service	NOUN
ajceb-4172	212	34	quality	quality	NOUN
ajceb-4172	212	35	.	.	PUNCT
ajceb-4172	213	1	there	there	PRON
ajceb-4172	213	2	were	be	VERB
ajceb-4172	213	3	7	7	NUM
ajceb-4172	213	4	positive	positive	ADJ
ajceb-4172	213	5	and	and	CCONJ
ajceb-4172	213	6	13	13	NUM
ajceb-4172	213	7	negative	negative	ADJ
ajceb-4172	213	8	incidents	incident	NOUN
ajceb-4172	213	9	during	during	ADP
ajceb-4172	213	10	the	the	DET
ajceb-4172	213	11	period	period	NOUN
ajceb-4172	213	12	.	.	PUNCT
ajceb-4172	214	1	with	with	ADP
ajceb-4172	214	2	regard	regard	NOUN
ajceb-4172	214	3	to	to	ADP
ajceb-4172	214	4	this	this	PRON
ajceb-4172	214	5	,	,	PUNCT
ajceb-4172	214	6	the	the	DET
ajceb-4172	214	7	ratio	ratio	NOUN
ajceb-4172	214	8	between	between	ADP
ajceb-4172	214	9	the	the	DET
ajceb-4172	214	10	two	two	NUM
ajceb-4172	214	11	shows	show	VERB
ajceb-4172	214	12	a	a	DET
ajceb-4172	214	13	fairly	fairly	ADV
ajceb-4172	214	14	strong	strong	ADJ
ajceb-4172	214	15	negative	negative	ADJ
ajceb-4172	214	16	bias	bias	NOUN
ajceb-4172	214	17	and	and	CCONJ
ajceb-4172	214	18	as	as	ADP
ajceb-4172	214	19	at	at	ADP
ajceb-4172	214	20	the	the	DET
ajceb-4172	214	21	last	last	ADJ
ajceb-4172	214	22	data	data	NOUN
ajceb-4172	214	23	point	point	NOUN
ajceb-4172	214	24	,	,	PUNCT
ajceb-4172	214	25	this	this	PRON
ajceb-4172	214	26	is	be	AUX
ajceb-4172	214	27	not	not	PART
ajceb-4172	214	28	especially	especially	ADV
ajceb-4172	214	29	well	well	ADV
ajceb-4172	214	30	aligned	aligned	ADJ
ajceb-4172	214	31	with	with	ADP
ajceb-4172	214	32	the	the	DET
ajceb-4172	214	33	relatively	relatively	ADV
ajceb-4172	214	34	neutral	neutral	ADJ
ajceb-4172	214	35	gap	gap	NOUN
ajceb-4172	214	36	scores	score	NOUN
ajceb-4172	214	37	for	for	ADP
ajceb-4172	214	38	this	this	DET
ajceb-4172	214	39	period	period	NOUN
ajceb-4172	214	40	.	.	PUNCT
ajceb-4172	215	1	one	one	NUM
ajceb-4172	215	2	reason	reason	NOUN
ajceb-4172	215	3	could	could	AUX
ajceb-4172	215	4	be	be	AUX
ajceb-4172	215	5	the	the	DET
ajceb-4172	215	6	diluted	dilute	VERB
ajceb-4172	215	7	influence	influence	NOUN
ajceb-4172	215	8	of	of	ADP
ajceb-4172	215	9	large	large	ADJ
ajceb-4172	215	10	numbers	number	NOUN
ajceb-4172	215	11	of	of	ADP
ajceb-4172	215	12	negative	negative	ADJ
ajceb-4172	215	13	incidents	incident	NOUN
ajceb-4172	215	14	(	(	PUNCT
ajceb-4172	215	15	as	as	SCONJ
ajceb-4172	215	16	discussed	discuss	VERB
ajceb-4172	215	17	at	at	ADP
ajceb-4172	215	18	linings	lining	NOUN
ajceb-4172	215	19	stage	stage	NOUN
ajceb-4172	215	20	)	)	PUNCT
ajceb-4172	215	21	;	;	PUNCT
ajceb-4172	215	22	where	where	SCONJ
ajceb-4172	215	23	there	there	PRON
ajceb-4172	215	24	is	be	VERB
ajceb-4172	215	25	a	a	DET
ajceb-4172	215	26	reduced	reduced	ADJ
ajceb-4172	215	27	effect	effect	NOUN
ajceb-4172	215	28	once	once	ADV
ajceb-4172	215	29	a	a	DET
ajceb-4172	215	30	saturation	saturation	NOUN
ajceb-4172	215	31	point	point	NOUN
ajceb-4172	215	32	is	be	AUX
ajceb-4172	215	33	reached	reach	VERB
ajceb-4172	215	34	.	.	PUNCT
ajceb-4172	216	1	another	another	DET
ajceb-4172	216	2	possible	possible	ADJ
ajceb-4172	216	3	cause	cause	NOUN
ajceb-4172	216	4	that	that	PRON
ajceb-4172	216	5	was	be	AUX
ajceb-4172	216	6	found	find	VERB
ajceb-4172	216	7	in	in	ADP
ajceb-4172	216	8	the	the	DET
ajceb-4172	216	9	interview	interview	NOUN
ajceb-4172	216	10	data	datum	NOUN
ajceb-4172	216	11	but	but	CCONJ
ajceb-4172	216	12	was	be	AUX
ajceb-4172	216	13	not	not	PART
ajceb-4172	216	14	apparent	apparent	ADJ
ajceb-4172	216	15	in	in	ADP
ajceb-4172	216	16	earlier	early	ADJ
ajceb-4172	216	17	data	datum	NOUN
ajceb-4172	216	18	gathering	gathering	NOUN
ajceb-4172	216	19	points	point	NOUN
ajceb-4172	216	20	concerns	concern	NOUN
ajceb-4172	216	21	an	an	DET
ajceb-4172	216	22	apparent	apparent	ADJ
ajceb-4172	216	23	change	change	NOUN
ajceb-4172	216	24	in	in	ADP
ajceb-4172	216	25	focus	focus	NOUN
ajceb-4172	216	26	by	by	ADP
ajceb-4172	216	27	the	the	DET
ajceb-4172	216	28	customer	customer	NOUN
ajceb-4172	216	29	from	from	ADP
ajceb-4172	216	30	a	a	DET
ajceb-4172	216	31	process	process	NOUN
ajceb-4172	216	32	-	-	PUNCT
ajceb-4172	216	33	based	base	VERB
ajceb-4172	216	34	perspective	perspective	NOUN
ajceb-4172	216	35	of	of	ADP
ajceb-4172	216	36	service	service	NOUN
ajceb-4172	216	37	quality	quality	NOUN
ajceb-4172	216	38	to	to	ADP
ajceb-4172	216	39	one	one	NUM
ajceb-4172	216	40	that	that	PRON
ajceb-4172	216	41	is	be	AUX
ajceb-4172	216	42	focused	focus	VERB
ajceb-4172	216	43	more	more	ADV
ajceb-4172	216	44	on	on	ADP
ajceb-4172	216	45	delivery	delivery	NOUN
ajceb-4172	216	46	of	of	ADP
ajceb-4172	216	47	the	the	DET
ajceb-4172	216	48	end	end	NOUN
ajceb-4172	216	49	product	product	NOUN
ajceb-4172	216	50	(	(	PUNCT
ajceb-4172	216	51	i.e.	i.e.	X
ajceb-4172	216	52	the	the	DET
ajceb-4172	216	53	completed	complete	VERB
ajceb-4172	216	54	house	house	NOUN
ajceb-4172	216	55	)	)	PUNCT
ajceb-4172	216	56	.	.	PUNCT
ajceb-4172	217	1	construction	construction	NOUN
ajceb-4172	217	2	economics	economic	NOUN
ajceb-4172	217	3	and	and	CCONJ
ajceb-4172	217	4	building	building	NOUN
ajceb-4172	217	5	,	,	PUNCT
ajceb-4172	217	6	15(1	15(1	NUM
ajceb-4172	217	7	)	)	PUNCT
ajceb-4172	217	8	,	,	PUNCT
ajceb-4172	217	9	19	19	NUM
ajceb-4172	217	10	-	-	SYM
ajceb-4172	217	11	42	42	NUM
ajceb-4172	217	12	forsythe	forsythe	PROPN
ajceb-4172	217	13	33	33	NUM
ajceb-4172	217	14	figure	figure	NOUN
ajceb-4172	217	15	10	10	NUM
ajceb-4172	217	16	:	:	PUNCT
ajceb-4172	217	17	gap	gap	NOUN
ajceb-4172	217	18	movements	movement	NOUN
ajceb-4172	217	19	in	in	ADP
ajceb-4172	217	20	customer	customer	NOUN
ajceb-4172	217	21	satisfaction	satisfaction	NOUN
ajceb-4172	217	22	and	and	CCONJ
ajceb-4172	217	23	service	service	NOUN
ajceb-4172	217	24	quality	quality	NOUN
ajceb-4172	217	25	at	at	ADP
ajceb-4172	217	26	practical	practical	ADJ
ajceb-4172	217	27	completion	completion	NOUN
ajceb-4172	217	28	stage	stage	NOUN
ajceb-4172	217	29	figure	figure	NOUN
ajceb-4172	217	30	11	11	NUM
ajceb-4172	217	31	:	:	PUNCT
ajceb-4172	217	32	gap	gap	NOUN
ajceb-4172	217	33	movements	movement	NOUN
ajceb-4172	217	34	in	in	ADP
ajceb-4172	217	35	service	service	NOUN
ajceb-4172	217	36	quality	quality	NOUN
ajceb-4172	217	37	dimensions	dimension	NOUN
ajceb-4172	217	38	and	and	CCONJ
ajceb-4172	217	39	customer	customer	NOUN
ajceb-4172	217	40	satisfaction	satisfaction	NOUN
ajceb-4172	217	41	at	at	ADP
ajceb-4172	217	42	practical	practical	ADJ
ajceb-4172	217	43	completion	completion	NOUN
ajceb-4172	217	44	construction	construction	NOUN
ajceb-4172	217	45	economics	economic	NOUN
ajceb-4172	217	46	and	and	CCONJ
ajceb-4172	217	47	building	building	NOUN
ajceb-4172	217	48	,	,	PUNCT
ajceb-4172	217	49	15(1	15(1	NUM
ajceb-4172	217	50	)	)	PUNCT
ajceb-4172	217	51	,	,	PUNCT
ajceb-4172	217	52	19	19	NUM
ajceb-4172	217	53	-	-	SYM
ajceb-4172	217	54	42	42	NUM
ajceb-4172	217	55	forsythe	forsythe	PROPN
ajceb-4172	217	56	34	34	NUM
ajceb-4172	217	57	for	for	ADP
ajceb-4172	217	58	example	example	NOUN
ajceb-4172	217	59	,	,	PUNCT
ajceb-4172	217	60	the	the	DET
ajceb-4172	217	61	customer	customer	NOUN
ajceb-4172	217	62	expressed	express	VERB
ajceb-4172	217	63	pleasure	pleasure	NOUN
ajceb-4172	217	64	in	in	ADP
ajceb-4172	217	65	seeing	see	VERB
ajceb-4172	217	66	the	the	DET
ajceb-4172	217	67	kitchen	kitchen	NOUN
ajceb-4172	217	68	and	and	CCONJ
ajceb-4172	217	69	bathroom	bathroom	NOUN
ajceb-4172	217	70	tiling	tile	VERB
ajceb-4172	217	71	as	as	ADP
ajceb-4172	217	72	finished	finish	VERB
ajceb-4172	217	73	work	work	NOUN
ajceb-4172	217	74	.	.	PUNCT
ajceb-4172	218	1	such	such	ADJ
ajceb-4172	218	2	aspects	aspect	NOUN
ajceb-4172	218	3	changed	change	VERB
ajceb-4172	218	4	the	the	DET
ajceb-4172	218	5	complexion	complexion	NOUN
ajceb-4172	218	6	of	of	ADP
ajceb-4172	218	7	the	the	DET
ajceb-4172	218	8	site	site	NOUN
ajceb-4172	218	9	from	from	ADP
ajceb-4172	218	10	an	an	DET
ajceb-4172	218	11	industrial	industrial	ADJ
ajceb-4172	218	12	feel	feel	NOUN
ajceb-4172	218	13	to	to	ADP
ajceb-4172	218	14	something	something	PRON
ajceb-4172	218	15	resembling	resemble	VERB
ajceb-4172	218	16	a	a	DET
ajceb-4172	218	17	home	home	NOUN
ajceb-4172	218	18	.	.	PUNCT
ajceb-4172	219	1	thus	thus	ADV
ajceb-4172	219	2	,	,	PUNCT
ajceb-4172	219	3	the	the	DET
ajceb-4172	219	4	customer	customer	NOUN
ajceb-4172	219	5	seemed	seem	VERB
ajceb-4172	219	6	to	to	PART
ajceb-4172	219	7	appreciate	appreciate	VERB
ajceb-4172	219	8	what	what	PRON
ajceb-4172	219	9	the	the	DET
ajceb-4172	219	10	end	end	NOUN
ajceb-4172	219	11	product	product	NOUN
ajceb-4172	219	12	would	would	AUX
ajceb-4172	219	13	look	look	VERB
ajceb-4172	219	14	like	like	ADP
ajceb-4172	219	15	from	from	ADP
ajceb-4172	219	16	an	an	DET
ajceb-4172	219	17	end	end	NOUN
ajceb-4172	219	18	user	user	NOUN
ajceb-4172	219	19	’s	’s	PART
ajceb-4172	219	20	perspective	perspective	NOUN
ajceb-4172	219	21	.	.	PUNCT
ajceb-4172	220	1	this	this	PRON
ajceb-4172	220	2	seemed	seem	VERB
ajceb-4172	220	3	to	to	PART
ajceb-4172	220	4	lift	lift	VERB
ajceb-4172	220	5	the	the	DET
ajceb-4172	220	6	customer	customer	NOUN
ajceb-4172	220	7	’s	’s	PART
ajceb-4172	220	8	opinion	opinion	NOUN
ajceb-4172	220	9	of	of	ADP
ajceb-4172	220	10	care	care	NOUN
ajceb-4172	220	11	in	in	ADP
ajceb-4172	220	12	execution	execution	NOUN
ajceb-4172	220	13	of	of	ADP
ajceb-4172	220	14	work	work	NOUN
ajceb-4172	220	15	.	.	PUNCT
ajceb-4172	221	1	in	in	ADP
ajceb-4172	221	2	addition	addition	NOUN
ajceb-4172	221	3	,	,	PUNCT
ajceb-4172	221	4	the	the	DET
ajceb-4172	221	5	fact	fact	NOUN
ajceb-4172	221	6	that	that	SCONJ
ajceb-4172	221	7	the	the	DET
ajceb-4172	221	8	service	service	NOUN
ajceb-4172	221	9	delivery	delivery	NOUN
ajceb-4172	221	10	had	have	AUX
ajceb-4172	221	11	come	come	VERB
ajceb-4172	221	12	to	to	ADP
ajceb-4172	221	13	an	an	DET
ajceb-4172	221	14	end	end	NOUN
ajceb-4172	221	15	seemed	seem	VERB
ajceb-4172	221	16	to	to	PART
ajceb-4172	221	17	provide	provide	VERB
ajceb-4172	221	18	relief	relief	NOUN
ajceb-4172	221	19	and	and	CCONJ
ajceb-4172	221	20	the	the	DET
ajceb-4172	221	21	prospect	prospect	NOUN
ajceb-4172	221	22	of	of	ADP
ajceb-4172	221	23	life	life	NOUN
ajceb-4172	221	24	returning	return	VERB
ajceb-4172	221	25	to	to	ADP
ajceb-4172	221	26	normal	normal	ADJ
ajceb-4172	221	27	for	for	ADP
ajceb-4172	221	28	the	the	DET
ajceb-4172	221	29	customer	customer	NOUN
ajceb-4172	221	30	.	.	PUNCT
ajceb-4172	222	1	for	for	ADP
ajceb-4172	222	2	convenience	convenience	NOUN
ajceb-4172	222	3	,	,	PUNCT
ajceb-4172	222	4	this	this	PRON
ajceb-4172	222	5	is	be	AUX
ajceb-4172	222	6	referred	refer	VERB
ajceb-4172	222	7	to	to	ADP
ajceb-4172	222	8	as	as	ADP
ajceb-4172	222	9	the	the	DET
ajceb-4172	222	10	end	end	NOUN
ajceb-4172	222	11	of	of	ADP
ajceb-4172	222	12	process	process	NOUN
ajceb-4172	222	13	/	/	SYM
ajceb-4172	222	14	product	product	NOUN
ajceb-4172	222	15	realization	realization	NOUN
ajceb-4172	222	16	factor	factor	NOUN
ajceb-4172	222	17	.	.	PUNCT
ajceb-4172	223	1	it	it	PRON
ajceb-4172	223	2	seems	seem	VERB
ajceb-4172	223	3	to	to	PART
ajceb-4172	223	4	have	have	AUX
ajceb-4172	223	5	had	have	VERB
ajceb-4172	223	6	a	a	DET
ajceb-4172	223	7	positive	positive	ADJ
ajceb-4172	223	8	effect	effect	NOUN
ajceb-4172	223	9	on	on	ADP
ajceb-4172	223	10	gap	gap	NOUN
ajceb-4172	223	11	scores	score	NOUN
ajceb-4172	223	12	,	,	PUNCT
ajceb-4172	223	13	thus	thus	ADV
ajceb-4172	223	14	counter	counter	NOUN
ajceb-4172	223	15	-	-	NOUN
ajceb-4172	223	16	balancing	balance	VERB
ajceb-4172	223	17	the	the	DET
ajceb-4172	223	18	otherwise	otherwise	ADV
ajceb-4172	223	19	strong	strong	ADJ
ajceb-4172	223	20	negative	negative	ADJ
ajceb-4172	223	21	bias	bias	NOUN
ajceb-4172	223	22	in	in	ADP
ajceb-4172	223	23	the	the	DET
ajceb-4172	223	24	incident	incident	NOUN
ajceb-4172	223	25	ratio	ratio	NOUN
ajceb-4172	223	26	.	.	PUNCT
ajceb-4172	224	1	figure	figure	NOUN
ajceb-4172	224	2	12	12	NUM
ajceb-4172	224	3	:	:	PUNCT
ajceb-4172	224	4	features	feature	NOUN
ajceb-4172	224	5	of	of	ADP
ajceb-4172	224	6	service	service	NOUN
ajceb-4172	224	7	incidents	incident	NOUN
ajceb-4172	224	8	at	at	ADP
ajceb-4172	224	9	practical	practical	ADJ
ajceb-4172	224	10	completion	completion	NOUN
ajceb-4172	224	11	(	(	PUNCT
ajceb-4172	224	12	positives	positive	NOUN
ajceb-4172	224	13	=	=	SYM
ajceb-4172	224	14	n=	n=	ADJ
ajceb-4172	224	15	7	7	NUM
ajceb-4172	224	16	;	;	PUNCT
ajceb-4172	224	17	negatives	negative	NOUN
ajceb-4172	224	18	n	n	NOUN
ajceb-4172	224	19	=	=	SYM
ajceb-4172	224	20	13	13	NUM
ajceb-4172	224	21	)	)	PUNCT
ajceb-4172	224	22	figure	figure	NOUN
ajceb-4172	224	23	12	12	NUM
ajceb-4172	224	24	presents	present	NOUN
ajceb-4172	224	25	a	a	DET
ajceb-4172	224	26	coded	code	VERB
ajceb-4172	224	27	breakdown	breakdown	NOUN
ajceb-4172	224	28	of	of	ADP
ajceb-4172	224	29	the	the	DET
ajceb-4172	224	30	frequency	frequency	NOUN
ajceb-4172	224	31	of	of	ADP
ajceb-4172	224	32	features	feature	NOUN
ajceb-4172	224	33	present	present	ADJ
ajceb-4172	224	34	in	in	ADP
ajceb-4172	224	35	the	the	DET
ajceb-4172	224	36	previously	previously	ADV
ajceb-4172	224	37	discussed	discuss	VERB
ajceb-4172	224	38	incidents	incident	NOUN
ajceb-4172	224	39	,	,	PUNCT
ajceb-4172	224	40	showing	show	VERB
ajceb-4172	224	41	that	that	SCONJ
ajceb-4172	224	42	:	:	PUNCT
ajceb-4172	224	43	•	•	NUM
ajceb-4172	224	44	spontaneous	spontaneous	ADJ
ajceb-4172	224	45	situations	situation	NOUN
ajceb-4172	224	46	(	(	PUNCT
ajceb-4172	224	47	mainly	mainly	ADV
ajceb-4172	224	48	negative	negative	ADJ
ajceb-4172	224	49	bias	bias	NOUN
ajceb-4172	224	50	)	)	PUNCT
ajceb-4172	224	51	continued	continue	VERB
ajceb-4172	224	52	to	to	PART
ajceb-4172	224	53	dominate	dominate	VERB
ajceb-4172	224	54	situational	situational	ADJ
ajceb-4172	224	55	context	context	NOUN
ajceb-4172	224	56	.	.	PUNCT
ajceb-4172	225	1	•	•	NOUN
ajceb-4172	225	2	subcontractor	subcontractor	NOUN
ajceb-4172	225	3	involvement	involvement	NOUN
ajceb-4172	225	4	continued	continue	VERB
ajceb-4172	225	5	to	to	PART
ajceb-4172	225	6	dominate	dominate	VERB
ajceb-4172	225	7	service	service	NOUN
ajceb-4172	225	8	provider	provider	NOUN
ajceb-4172	225	9	involvement	involvement	NOUN
ajceb-4172	225	10	and	and	CCONJ
ajceb-4172	225	11	almost	almost	ADV
ajceb-4172	225	12	entirely	entirely	ADV
ajceb-4172	225	13	concerned	concern	VERB
ajceb-4172	225	14	negative	negative	ADJ
ajceb-4172	225	15	instances	instance	NOUN
ajceb-4172	225	16	.	.	PUNCT
ajceb-4172	226	1	in	in	ADP
ajceb-4172	226	2	contrast	contrast	NOUN
ajceb-4172	226	3	,	,	PUNCT
ajceb-4172	226	4	builder	builder	NOUN
ajceb-4172	226	5	involvement	involvement	NOUN
ajceb-4172	226	6	grew	grow	VERB
ajceb-4172	226	7	less	less	ADV
ajceb-4172	226	8	but	but	CCONJ
ajceb-4172	226	9	rekindled	rekindle	VERB
ajceb-4172	226	10	an	an	DET
ajceb-4172	226	11	association	association	NOUN
ajceb-4172	226	12	with	with	ADP
ajceb-4172	226	13	positive	positive	ADJ
ajceb-4172	226	14	incidents	incident	NOUN
ajceb-4172	226	15	.	.	PUNCT
ajceb-4172	227	1	•	•	NUM
ajceb-4172	227	2	site	site	NOUN
ajceb-4172	227	3	observations	observation	NOUN
ajceb-4172	227	4	(	(	PUNCT
ajceb-4172	227	5	mainly	mainly	ADV
ajceb-4172	227	6	negative	negative	ADJ
ajceb-4172	227	7	)	)	PUNCT
ajceb-4172	227	8	led	lead	VERB
ajceb-4172	227	9	the	the	DET
ajceb-4172	227	10	sources	source	NOUN
ajceb-4172	227	11	of	of	ADP
ajceb-4172	227	12	exposure	exposure	NOUN
ajceb-4172	227	13	to	to	ADP
ajceb-4172	227	14	incidents	incident	NOUN
ajceb-4172	227	15	.	.	PUNCT
ajceb-4172	228	1	•	•	NUM
ajceb-4172	228	2	core	core	NOUN
ajceb-4172	228	3	content	content	NOUN
ajceb-4172	228	4	grew	grow	VERB
ajceb-4172	228	5	mainly	mainly	ADV
ajceb-4172	228	6	in	in	ADP
ajceb-4172	228	7	the	the	DET
ajceb-4172	228	8	area	area	NOUN
ajceb-4172	228	9	of	of	ADP
ajceb-4172	228	10	progressive	progressive	ADJ
ajceb-4172	228	11	product	product	NOUN
ajceb-4172	228	12	quality	quality	NOUN
ajceb-4172	228	13	(	(	PUNCT
ajceb-4172	228	14	mainly	mainly	ADV
ajceb-4172	228	15	negative	negative	ADJ
ajceb-4172	228	16	bias	bias	NOUN
ajceb-4172	228	17	)	)	PUNCT
ajceb-4172	228	18	.	.	PUNCT
ajceb-4172	229	1	•	•	NUM
ajceb-4172	229	2	customer	customer	NOUN
ajceb-4172	229	3	involvement	involvement	NOUN
ajceb-4172	229	4	mainly	mainly	ADV
ajceb-4172	229	5	featured	feature	VERB
ajceb-4172	229	6	defensive	defensive	ADJ
ajceb-4172	229	7	action	action	NOUN
ajceb-4172	229	8	(	(	PUNCT
ajceb-4172	229	9	purely	purely	ADV
ajceb-4172	229	10	negative	negative	ADJ
ajceb-4172	229	11	bias	bias	NOUN
ajceb-4172	229	12	)	)	PUNCT
ajceb-4172	229	13	.	.	PUNCT
ajceb-4172	230	1	no	no	DET
ajceb-4172	230	2	action	action	NOUN
ajceb-4172	230	3	also	also	ADV
ajceb-4172	230	4	grew	grow	VERB
ajceb-4172	230	5	and	and	CCONJ
ajceb-4172	230	6	its	its	PRON
ajceb-4172	230	7	relative	relative	ADJ
ajceb-4172	230	8	impact	impact	NOUN
ajceb-4172	230	9	was	be	AUX
ajceb-4172	230	10	less	less	ADV
ajceb-4172	230	11	clear	clear	ADJ
ajceb-4172	230	12	since	since	SCONJ
ajceb-4172	230	13	it	it	PRON
ajceb-4172	230	14	continued	continue	VERB
ajceb-4172	230	15	to	to	PART
ajceb-4172	230	16	be	be	AUX
ajceb-4172	230	17	associated	associate	VERB
ajceb-4172	230	18	equally	equally	ADV
ajceb-4172	230	19	with	with	ADP
ajceb-4172	230	20	both	both	CCONJ
ajceb-4172	230	21	positive	positive	ADJ
ajceb-4172	230	22	and	and	CCONJ
ajceb-4172	230	23	negative	negative	ADJ
ajceb-4172	230	24	instances	instance	NOUN
ajceb-4172	230	25	.	.	PUNCT
ajceb-4172	231	1	integrated	integrate	VERB
ajceb-4172	231	2	analysis	analysis	NOUN
ajceb-4172	231	3	of	of	ADP
ajceb-4172	231	4	data	datum	NOUN
ajceb-4172	231	5	covering	cover	VERB
ajceb-4172	231	6	all	all	DET
ajceb-4172	231	7	stages	stage	NOUN
ajceb-4172	231	8	of	of	ADP
ajceb-4172	231	9	construction	construction	NOUN
ajceb-4172	231	10	it	it	PRON
ajceb-4172	231	11	is	be	AUX
ajceb-4172	231	12	clear	clear	ADJ
ajceb-4172	231	13	from	from	ADP
ajceb-4172	231	14	the	the	DET
ajceb-4172	231	15	staged	stage	VERB
ajceb-4172	231	16	analysis	analysis	NOUN
ajceb-4172	231	17	that	that	SCONJ
ajceb-4172	231	18	service	service	NOUN
ajceb-4172	231	19	quality	quality	NOUN
ajceb-4172	231	20	gap	gap	NOUN
ajceb-4172	231	21	scores	score	NOUN
ajceb-4172	231	22	influenced	influence	VERB
ajceb-4172	231	23	customer	customer	NOUN
ajceb-4172	231	24	satisfaction	satisfaction	NOUN
ajceb-4172	231	25	most	most	ADV
ajceb-4172	231	26	strongly	strongly	ADV
ajceb-4172	231	27	when	when	SCONJ
ajceb-4172	231	28	focusing	focus	VERB
ajceb-4172	231	29	upon	upon	SCONJ
ajceb-4172	231	30	active	active	ADJ
ajceb-4172	231	31	service	service	NOUN
ajceb-4172	231	32	quality	quality	NOUN
ajceb-4172	231	33	dimensions	dimension	NOUN
ajceb-4172	231	34	.	.	PUNCT
ajceb-4172	232	1	highly	highly	ADV
ajceb-4172	232	2	active	active	ADJ
ajceb-4172	232	3	dimensions	dimension	NOUN
ajceb-4172	232	4	particularly	particularly	ADV
ajceb-4172	232	5	stood	stand	VERB
ajceb-4172	232	6	out	out	ADP
ajceb-4172	232	7	as	as	ADP
ajceb-4172	232	8	being	be	AUX
ajceb-4172	232	9	strongly	strongly	ADV
ajceb-4172	232	10	associated	associate	VERB
ajceb-4172	232	11	with	with	ADP
ajceb-4172	232	12	customer	customer	NOUN
ajceb-4172	232	13	satisfaction	satisfaction	NOUN
ajceb-4172	232	14	scores	score	NOUN
ajceb-4172	232	15	.	.	PUNCT
ajceb-4172	233	1	trends	trend	NOUN
ajceb-4172	233	2	across	across	ADP
ajceb-4172	233	3	all	all	DET
ajceb-4172	233	4	stages	stage	NOUN
ajceb-4172	233	5	of	of	ADP
ajceb-4172	233	6	construction	construction	NOUN
ajceb-4172	233	7	can	can	AUX
ajceb-4172	233	8	now	now	ADV
ajceb-4172	233	9	be	be	AUX
ajceb-4172	233	10	drawn	draw	VERB
ajceb-4172	233	11	together	together	ADV
ajceb-4172	233	12	,	,	PUNCT
ajceb-4172	233	13	including	include	VERB
ajceb-4172	233	14	:	:	PUNCT
ajceb-4172	233	15	•	•	NUM
ajceb-4172	233	16	reliability	reliability	NOUN
ajceb-4172	233	17	,	,	PUNCT
ajceb-4172	233	18	responsiveness	responsiveness	NOUN
ajceb-4172	233	19	and	and	CCONJ
ajceb-4172	233	20	empathy	empathy	NOUN
ajceb-4172	233	21	were	be	AUX
ajceb-4172	233	22	active	active	ADJ
ajceb-4172	233	23	at	at	ADP
ajceb-4172	233	24	all	all	DET
ajceb-4172	233	25	four	four	NUM
ajceb-4172	233	26	stages	stage	NOUN
ajceb-4172	233	27	,	,	PUNCT
ajceb-4172	233	28	but	but	CCONJ
ajceb-4172	233	29	reliability	reliability	NOUN
ajceb-4172	233	30	was	be	AUX
ajceb-4172	233	31	the	the	DET
ajceb-4172	233	32	most	most	ADV
ajceb-4172	233	33	highly	highly	ADV
ajceb-4172	233	34	active	active	ADJ
ajceb-4172	233	35	of	of	ADP
ajceb-4172	233	36	these	these	PRON
ajceb-4172	233	37	by	by	ADP
ajceb-4172	233	38	being	be	AUX
ajceb-4172	233	39	present	present	ADJ
ajceb-4172	233	40	at	at	ADP
ajceb-4172	233	41	all	all	DET
ajceb-4172	233	42	four	four	NUM
ajceb-4172	233	43	stages	stage	NOUN
ajceb-4172	233	44	of	of	ADP
ajceb-4172	233	45	construction	construction	NOUN
ajceb-4172	233	46	.	.	PUNCT
ajceb-4172	234	1	construction	construction	NOUN
ajceb-4172	234	2	economics	economic	NOUN
ajceb-4172	234	3	and	and	CCONJ
ajceb-4172	234	4	building	building	NOUN
ajceb-4172	234	5	,	,	PUNCT
ajceb-4172	234	6	15(1	15(1	NUM
ajceb-4172	234	7	)	)	PUNCT
ajceb-4172	234	8	,	,	PUNCT
ajceb-4172	234	9	19	19	NUM
ajceb-4172	234	10	-	-	SYM
ajceb-4172	234	11	42	42	NUM
ajceb-4172	234	12	forsythe	forsythe	PROPN
ajceb-4172	234	13	35	35	NUM
ajceb-4172	234	14	•	•	NOUN
ajceb-4172	234	15	personal	personal	ADJ
ajceb-4172	234	16	assurance	assurance	NOUN
ajceb-4172	234	17	and	and	CCONJ
ajceb-4172	234	18	care	care	NOUN
ajceb-4172	234	19	in	in	ADP
ajceb-4172	234	20	execution	execution	NOUN
ajceb-4172	234	21	of	of	ADP
ajceb-4172	234	22	work	work	NOUN
ajceb-4172	234	23	were	be	AUX
ajceb-4172	234	24	active	active	ADJ
ajceb-4172	234	25	in	in	ADP
ajceb-4172	234	26	three	three	NUM
ajceb-4172	234	27	out	out	ADP
ajceb-4172	234	28	of	of	ADP
ajceb-4172	234	29	four	four	NUM
ajceb-4172	234	30	stages	stage	NOUN
ajceb-4172	234	31	,	,	PUNCT
ajceb-4172	234	32	but	but	CCONJ
ajceb-4172	234	33	the	the	DET
ajceb-4172	234	34	latter	latter	ADJ
ajceb-4172	234	35	was	be	AUX
ajceb-4172	234	36	highly	highly	ADV
ajceb-4172	234	37	active	active	ADJ
ajceb-4172	234	38	in	in	ADP
ajceb-4172	234	39	two	two	NUM
ajceb-4172	234	40	stages	stage	NOUN
ajceb-4172	234	41	of	of	ADP
ajceb-4172	234	42	construction	construction	NOUN
ajceb-4172	234	43	(	(	PUNCT
ajceb-4172	234	44	in	in	ADP
ajceb-4172	234	45	the	the	DET
ajceb-4172	234	46	latter	latter	ADJ
ajceb-4172	234	47	half	half	NOUN
ajceb-4172	234	48	of	of	ADP
ajceb-4172	234	49	the	the	DET
ajceb-4172	234	50	project	project	NOUN
ajceb-4172	234	51	)	)	PUNCT
ajceb-4172	234	52	.	.	PUNCT
ajceb-4172	235	1	work	work	NOUN
ajceb-4172	235	2	output	output	NOUN
ajceb-4172	235	3	was	be	AUX
ajceb-4172	235	4	active	active	ADJ
ajceb-4172	235	5	(	(	PUNCT
ajceb-4172	235	6	but	but	CCONJ
ajceb-4172	235	7	not	not	PART
ajceb-4172	235	8	highly	highly	ADV
ajceb-4172	235	9	active	active	ADJ
ajceb-4172	235	10	)	)	PUNCT
ajceb-4172	235	11	in	in	ADP
ajceb-4172	235	12	two	two	NUM
ajceb-4172	235	13	out	out	ADP
ajceb-4172	235	14	of	of	ADP
ajceb-4172	235	15	four	four	NUM
ajceb-4172	235	16	stages	stage	NOUN
ajceb-4172	235	17	.	.	PUNCT
ajceb-4172	236	1	•	•	NUM
ajceb-4172	236	2	tangibles	tangible	NOUN
ajceb-4172	236	3	were	be	AUX
ajceb-4172	236	4	continually	continually	ADV
ajceb-4172	236	5	inactive	inactive	ADJ
ajceb-4172	236	6	across	across	ADP
ajceb-4172	236	7	all	all	DET
ajceb-4172	236	8	four	four	NUM
ajceb-4172	236	9	stages	stage	NOUN
ajceb-4172	236	10	of	of	ADP
ajceb-4172	236	11	construction	construction	NOUN
ajceb-4172	236	12	.	.	PUNCT
ajceb-4172	237	1	the	the	DET
ajceb-4172	237	2	customer	customer	NOUN
ajceb-4172	237	3	experienced	experience	VERB
ajceb-4172	237	4	a	a	DET
ajceb-4172	237	5	total	total	NOUN
ajceb-4172	237	6	of	of	ADP
ajceb-4172	237	7	69	69	NUM
ajceb-4172	237	8	incidents	incident	NOUN
ajceb-4172	237	9	(	(	PUNCT
ajceb-4172	237	10	45	45	NUM
ajceb-4172	237	11	negative	negative	ADJ
ajceb-4172	237	12	and	and	CCONJ
ajceb-4172	237	13	24	24	NUM
ajceb-4172	237	14	positive	positive	ADJ
ajceb-4172	237	15	)	)	PUNCT
ajceb-4172	237	16	,	,	PUNCT
ajceb-4172	237	17	which	which	PRON
ajceb-4172	237	18	influenced	influence	VERB
ajceb-4172	237	19	both	both	PRON
ajceb-4172	237	20	service	service	NOUN
ajceb-4172	237	21	quality	quality	NOUN
ajceb-4172	237	22	and	and	CCONJ
ajceb-4172	237	23	customer	customer	NOUN
ajceb-4172	237	24	satisfaction	satisfaction	NOUN
ajceb-4172	237	25	gap	gap	NOUN
ajceb-4172	237	26	scores	score	NOUN
ajceb-4172	237	27	.	.	PUNCT
ajceb-4172	238	1	key	key	ADJ
ajceb-4172	238	2	overarching	overarching	ADJ
ajceb-4172	238	3	themes	theme	NOUN
ajceb-4172	238	4	across	across	ADP
ajceb-4172	238	5	the	the	DET
ajceb-4172	238	6	entire	entire	ADJ
ajceb-4172	238	7	project	project	NOUN
ajceb-4172	238	8	(	(	PUNCT
ajceb-4172	238	9	from	from	ADP
ajceb-4172	238	10	figure	figure	NOUN
ajceb-4172	238	11	12	12	NUM
ajceb-4172	238	12	)	)	PUNCT
ajceb-4172	238	13	include	include	VERB
ajceb-4172	238	14	:	:	PUNCT
ajceb-4172	238	15	•	•	NUM
ajceb-4172	238	16	spontaneous	spontaneous	ADJ
ajceb-4172	238	17	situations	situation	NOUN
ajceb-4172	238	18	were	be	AUX
ajceb-4172	238	19	by	by	ADP
ajceb-4172	238	20	far	far	ADV
ajceb-4172	238	21	the	the	DET
ajceb-4172	238	22	main	main	ADJ
ajceb-4172	238	23	way	way	NOUN
ajceb-4172	238	24	that	that	PRON
ajceb-4172	238	25	customers	customer	NOUN
ajceb-4172	238	26	became	become	VERB
ajceb-4172	238	27	involved	involved	ADJ
ajceb-4172	238	28	in	in	ADP
ajceb-4172	238	29	incidents	incident	NOUN
ajceb-4172	238	30	(	(	PUNCT
ajceb-4172	238	31	10	10	NUM
ajceb-4172	238	32	positive	positive	ADJ
ajceb-4172	238	33	,	,	PUNCT
ajceb-4172	238	34	28	28	NUM
ajceb-4172	238	35	negative	negative	ADJ
ajceb-4172	238	36	)	)	PUNCT
ajceb-4172	238	37	.	.	PUNCT
ajceb-4172	239	1	the	the	DET
ajceb-4172	239	2	next	next	ADJ
ajceb-4172	239	3	most	most	ADV
ajceb-4172	239	4	relevant	relevant	ADJ
ajceb-4172	239	5	situation	situation	NOUN
ajceb-4172	239	6	was	be	AUX
ajceb-4172	239	7	secondary	secondary	ADJ
ajceb-4172	239	8	situations	situation	NOUN
ajceb-4172	239	9	(	(	PUNCT
ajceb-4172	239	10	9	9	NUM
ajceb-4172	239	11	positive	positive	ADJ
ajceb-4172	239	12	,	,	PUNCT
ajceb-4172	239	13	13	13	NUM
ajceb-4172	239	14	negative	negative	NOUN
ajceb-4172	239	15	)	)	PUNCT
ajceb-4172	239	16	.	.	PUNCT
ajceb-4172	240	1	spontaneous	spontaneous	ADJ
ajceb-4172	240	2	situations	situation	NOUN
ajceb-4172	240	3	had	have	VERB
ajceb-4172	240	4	a	a	DET
ajceb-4172	240	5	reasonably	reasonably	ADV
ajceb-4172	240	6	high	high	ADJ
ajceb-4172	240	7	likelihood	likelihood	NOUN
ajceb-4172	240	8	of	of	ADP
ajceb-4172	240	9	implicating	implicate	VERB
ajceb-4172	240	10	secondary	secondary	ADJ
ajceb-4172	240	11	situations	situation	NOUN
ajceb-4172	240	12	and	and	CCONJ
ajceb-4172	240	13	were	be	AUX
ajceb-4172	240	14	often	often	ADV
ajceb-4172	240	15	associated	associate	VERB
ajceb-4172	240	16	with	with	ADP
ajceb-4172	240	17	a	a	DET
ajceb-4172	240	18	rolling	rolling	ADJ
ajceb-4172	240	19	set	set	NOUN
ajceb-4172	240	20	of	of	ADP
ajceb-4172	240	21	negative	negative	ADJ
ajceb-4172	240	22	incidents	incident	NOUN
ajceb-4172	240	23	.	.	PUNCT
ajceb-4172	241	1	•	•	NUM
ajceb-4172	241	2	subcontractors	subcontractor	NOUN
ajceb-4172	241	3	led	lead	VERB
ajceb-4172	241	4	service	service	NOUN
ajceb-4172	241	5	provider	provider	NOUN
ajceb-4172	241	6	involvement	involvement	NOUN
ajceb-4172	241	7	and	and	CCONJ
ajceb-4172	241	8	this	this	PRON
ajceb-4172	241	9	was	be	AUX
ajceb-4172	241	10	almost	almost	ADV
ajceb-4172	241	11	entirely	entirely	ADV
ajceb-4172	241	12	in	in	ADP
ajceb-4172	241	13	a	a	DET
ajceb-4172	241	14	negative	negative	ADJ
ajceb-4172	241	15	way	way	NOUN
ajceb-4172	241	16	(	(	PUNCT
ajceb-4172	241	17	4	4	NUM
ajceb-4172	241	18	positive	positive	ADJ
ajceb-4172	241	19	,	,	PUNCT
ajceb-4172	241	20	34	34	NUM
ajceb-4172	241	21	negative	negative	ADJ
ajceb-4172	241	22	)	)	PUNCT
ajceb-4172	241	23	.	.	PUNCT
ajceb-4172	242	1	though	though	SCONJ
ajceb-4172	242	2	builder	builder	NOUN
ajceb-4172	242	3	involvement	involvement	NOUN
ajceb-4172	242	4	was	be	AUX
ajceb-4172	242	5	not	not	PART
ajceb-4172	242	6	far	far	ADV
ajceb-4172	242	7	behind	behind	ADV
ajceb-4172	242	8	,	,	PUNCT
ajceb-4172	242	9	it	it	PRON
ajceb-4172	242	10	mainly	mainly	ADV
ajceb-4172	242	11	occurred	occur	VERB
ajceb-4172	242	12	with	with	ADP
ajceb-4172	242	13	a	a	DET
ajceb-4172	242	14	positive	positive	ADJ
ajceb-4172	242	15	bias	bias	NOUN
ajceb-4172	242	16	(	(	PUNCT
ajceb-4172	242	17	20	20	NUM
ajceb-4172	242	18	positive	positive	ADJ
ajceb-4172	242	19	,	,	PUNCT
ajceb-4172	242	20	11	11	NUM
ajceb-4172	242	21	negative	negative	NOUN
ajceb-4172	242	22	)	)	PUNCT
ajceb-4172	242	23	.	.	PUNCT
ajceb-4172	243	1	•	•	NUM
ajceb-4172	243	2	the	the	DET
ajceb-4172	243	3	main	main	ADJ
ajceb-4172	243	4	source	source	NOUN
ajceb-4172	243	5	of	of	ADP
ajceb-4172	243	6	customer	customer	NOUN
ajceb-4172	243	7	exposure	exposure	NOUN
ajceb-4172	243	8	to	to	ADP
ajceb-4172	243	9	incidents	incident	NOUN
ajceb-4172	243	10	was	be	AUX
ajceb-4172	243	11	via	via	ADP
ajceb-4172	243	12	personal	personal	ADJ
ajceb-4172	243	13	interaction	interaction	NOUN
ajceb-4172	243	14	(	(	PUNCT
ajceb-4172	243	15	20	20	NUM
ajceb-4172	243	16	positive	positive	ADJ
ajceb-4172	243	17	,	,	PUNCT
ajceb-4172	243	18	17	17	NUM
ajceb-4172	243	19	negative	negative	ADJ
ajceb-4172	243	20	)	)	PUNCT
ajceb-4172	243	21	,	,	PUNCT
ajceb-4172	243	22	followed	follow	VERB
ajceb-4172	243	23	closely	closely	ADV
ajceb-4172	243	24	by	by	ADP
ajceb-4172	243	25	site	site	NOUN
ajceb-4172	243	26	observations	observation	NOUN
ajceb-4172	243	27	(	(	PUNCT
ajceb-4172	243	28	4	4	NUM
ajceb-4172	243	29	positive	positive	ADJ
ajceb-4172	243	30	,	,	PUNCT
ajceb-4172	243	31	27	27	NUM
ajceb-4172	243	32	negative	negative	ADJ
ajceb-4172	243	33	)	)	PUNCT
ajceb-4172	243	34	.	.	PUNCT
ajceb-4172	244	1	in	in	ADP
ajceb-4172	244	2	many	many	ADJ
ajceb-4172	244	3	instances	instance	NOUN
ajceb-4172	244	4	,	,	PUNCT
ajceb-4172	244	5	an	an	DET
ajceb-4172	244	6	association	association	NOUN
ajceb-4172	244	7	exists	exist	VERB
ajceb-4172	244	8	between	between	ADP
ajceb-4172	244	9	the	the	DET
ajceb-4172	244	10	two	two	NUM
ajceb-4172	244	11	whereby	whereby	SCONJ
ajceb-4172	244	12	an	an	DET
ajceb-4172	244	13	initial	initial	ADJ
ajceb-4172	244	14	site	site	NOUN
ajceb-4172	244	15	observation	observation	NOUN
ajceb-4172	244	16	will	will	AUX
ajceb-4172	244	17	then	then	ADV
ajceb-4172	244	18	typically	typically	ADV
ajceb-4172	244	19	lead	lead	VERB
ajceb-4172	244	20	to	to	ADP
ajceb-4172	244	21	one	one	NUM
ajceb-4172	244	22	or	or	CCONJ
ajceb-4172	244	23	more	more	ADV
ajceb-4172	244	24	personal	personal	ADJ
ajceb-4172	244	25	interactions	interaction	NOUN
ajceb-4172	244	26	(	(	PUNCT
ajceb-4172	244	27	or	or	CCONJ
ajceb-4172	244	28	vice	vice	NOUN
ajceb-4172	244	29	versa	versa	ADV
ajceb-4172	244	30	)	)	PUNCT
ajceb-4172	244	31	.	.	PUNCT
ajceb-4172	245	1	•	•	NUM
ajceb-4172	245	2	the	the	DET
ajceb-4172	245	3	core	core	NOUN
ajceb-4172	245	4	content	content	NOUN
ajceb-4172	245	5	of	of	ADP
ajceb-4172	245	6	incidents	incident	NOUN
ajceb-4172	245	7	predominantly	predominantly	ADV
ajceb-4172	245	8	concerned	concern	VERB
ajceb-4172	245	9	progressive	progressive	ADJ
ajceb-4172	245	10	product	product	NOUN
ajceb-4172	245	11	quality	quality	NOUN
ajceb-4172	245	12	(	(	PUNCT
ajceb-4172	245	13	10	10	NUM
ajceb-4172	245	14	positive	positive	ADJ
ajceb-4172	245	15	,	,	PUNCT
ajceb-4172	245	16	26	26	NUM
ajceb-4172	245	17	negative	negative	NOUN
ajceb-4172	245	18	)	)	PUNCT
ajceb-4172	245	19	,	,	PUNCT
ajceb-4172	245	20	followed	follow	VERB
ajceb-4172	245	21	by	by	ADP
ajceb-4172	245	22	a	a	DET
ajceb-4172	245	23	significant	significant	ADJ
ajceb-4172	245	24	component	component	NOUN
ajceb-4172	245	25	of	of	ADP
ajceb-4172	245	26	progressive	progressive	ADJ
ajceb-4172	245	27	construction	construction	NOUN
ajceb-4172	245	28	activity	activity	NOUN
ajceb-4172	245	29	(	(	PUNCT
ajceb-4172	245	30	6	6	NUM
ajceb-4172	245	31	positive	positive	ADJ
ajceb-4172	245	32	,	,	PUNCT
ajceb-4172	245	33	14	14	NUM
ajceb-4172	245	34	negative	negative	ADJ
ajceb-4172	245	35	)	)	PUNCT
ajceb-4172	245	36	.	.	PUNCT
ajceb-4172	246	1	•	•	NUM
ajceb-4172	246	2	customer	customer	NOUN
ajceb-4172	246	3	involvement	involvement	NOUN
ajceb-4172	246	4	commonly	commonly	ADV
ajceb-4172	246	5	amounted	amount	VERB
ajceb-4172	246	6	to	to	ADP
ajceb-4172	246	7	no	no	DET
ajceb-4172	246	8	action	action	NOUN
ajceb-4172	246	9	and	and	CCONJ
ajceb-4172	246	10	occurred	occur	VERB
ajceb-4172	246	11	in	in	ADP
ajceb-4172	246	12	16	16	NUM
ajceb-4172	246	13	positive	positive	ADJ
ajceb-4172	246	14	and	and	CCONJ
ajceb-4172	246	15	21	21	NUM
ajceb-4172	246	16	negative	negative	ADJ
ajceb-4172	246	17	instances	instance	NOUN
ajceb-4172	246	18	.	.	PUNCT
ajceb-4172	247	1	defensive	defensive	ADJ
ajceb-4172	247	2	action	action	NOUN
ajceb-4172	247	3	was	be	AUX
ajceb-4172	247	4	also	also	ADV
ajceb-4172	247	5	significant	significant	ADJ
ajceb-4172	247	6	but	but	CCONJ
ajceb-4172	247	7	was	be	AUX
ajceb-4172	247	8	almost	almost	ADV
ajceb-4172	247	9	entirely	entirely	ADV
ajceb-4172	247	10	associated	associate	VERB
ajceb-4172	247	11	with	with	ADP
ajceb-4172	247	12	negative	negative	ADJ
ajceb-4172	247	13	instances	instance	NOUN
ajceb-4172	247	14	(	(	PUNCT
ajceb-4172	247	15	1	1	NUM
ajceb-4172	247	16	positive	positive	ADJ
ajceb-4172	247	17	,	,	PUNCT
ajceb-4172	247	18	26	26	NUM
ajceb-4172	247	19	negative	negative	ADJ
ajceb-4172	247	20	)	)	PUNCT
ajceb-4172	247	21	.	.	PUNCT
ajceb-4172	248	1	conversely	conversely	ADV
ajceb-4172	248	2	,	,	PUNCT
ajceb-4172	248	3	expressing	express	VERB
ajceb-4172	248	4	new	new	ADJ
ajceb-4172	248	5	needs	need	NOUN
ajceb-4172	248	6	was	be	AUX
ajceb-4172	248	7	least	least	ADV
ajceb-4172	248	8	apparent	apparent	ADJ
ajceb-4172	248	9	but	but	CCONJ
ajceb-4172	248	10	was	be	AUX
ajceb-4172	248	11	predominantly	predominantly	ADV
ajceb-4172	248	12	associated	associate	VERB
ajceb-4172	248	13	with	with	ADP
ajceb-4172	248	14	positive	positive	ADJ
ajceb-4172	248	15	instances	instance	NOUN
ajceb-4172	248	16	(	(	PUNCT
ajceb-4172	248	17	5	5	NUM
ajceb-4172	248	18	positive	positive	ADJ
ajceb-4172	248	19	,	,	PUNCT
ajceb-4172	248	20	1	1	NUM
ajceb-4172	248	21	negative	negative	ADJ
ajceb-4172	248	22	)	)	PUNCT
ajceb-4172	248	23	.	.	PUNCT
ajceb-4172	249	1	conclusions	conclusion	NOUN
ajceb-4172	249	2	this	this	DET
ajceb-4172	249	3	study	study	NOUN
ajceb-4172	249	4	offers	offer	VERB
ajceb-4172	249	5	a	a	DET
ajceb-4172	249	6	highly	highly	ADV
ajceb-4172	249	7	detailed	detailed	ADJ
ajceb-4172	249	8	account	account	NOUN
ajceb-4172	249	9	of	of	ADP
ajceb-4172	249	10	the	the	DET
ajceb-4172	249	11	incidents	incident	NOUN
ajceb-4172	249	12	that	that	PRON
ajceb-4172	249	13	occur	occur	VERB
ajceb-4172	249	14	during	during	ADP
ajceb-4172	249	15	construction	construction	NOUN
ajceb-4172	249	16	and	and	CCONJ
ajceb-4172	249	17	the	the	DET
ajceb-4172	249	18	formation	formation	NOUN
ajceb-4172	249	19	of	of	ADP
ajceb-4172	249	20	customer	customer	NOUN
ajceb-4172	249	21	-	-	PUNCT
ajceb-4172	249	22	perceived	perceive	VERB
ajceb-4172	249	23	service	service	NOUN
ajceb-4172	249	24	quality	quality	NOUN
ajceb-4172	249	25	,	,	PUNCT
ajceb-4172	249	26	including	include	VERB
ajceb-4172	249	27	how	how	SCONJ
ajceb-4172	249	28	such	such	ADJ
ajceb-4172	249	29	perceptions	perception	NOUN
ajceb-4172	249	30	impact	impact	NOUN
ajceb-4172	249	31	on	on	ADP
ajceb-4172	249	32	customer	customer	NOUN
ajceb-4172	249	33	satisfaction	satisfaction	NOUN
ajceb-4172	249	34	evaluations	evaluation	NOUN
ajceb-4172	249	35	.	.	PUNCT
ajceb-4172	250	1	the	the	DET
ajceb-4172	250	2	methodology	methodology	NOUN
ajceb-4172	250	3	provides	provide	VERB
ajceb-4172	250	4	a	a	DET
ajceb-4172	250	5	means	mean	NOUN
ajceb-4172	250	6	for	for	ADP
ajceb-4172	250	7	reliably	reliably	ADV
ajceb-4172	250	8	studying	study	VERB
ajceb-4172	250	9	conceptual	conceptual	ADJ
ajceb-4172	250	10	patterns	pattern	NOUN
ajceb-4172	250	11	of	of	ADP
ajceb-4172	250	12	behaviour	behaviour	NOUN
ajceb-4172	250	13	and	and	CCONJ
ajceb-4172	250	14	for	for	ADP
ajceb-4172	250	15	housing	housing	NOUN
ajceb-4172	250	16	contractors	contractor	NOUN
ajceb-4172	250	17	to	to	PART
ajceb-4172	250	18	diagnose	diagnose	VERB
ajceb-4172	250	19	service	service	NOUN
ajceb-4172	250	20	incidents	incident	NOUN
ajceb-4172	250	21	(	(	PUNCT
ajceb-4172	250	22	and	and	CCONJ
ajceb-4172	250	23	service	service	NOUN
ajceb-4172	250	24	quality	quality	NOUN
ajceb-4172	250	25	)	)	PUNCT
ajceb-4172	250	26	requirements	requirement	NOUN
ajceb-4172	250	27	in	in	ADP
ajceb-4172	250	28	a	a	DET
ajceb-4172	250	29	structured	structured	ADJ
ajceb-4172	250	30	way	way	NOUN
ajceb-4172	250	31	.	.	PUNCT
ajceb-4172	251	1	as	as	SCONJ
ajceb-4172	251	2	the	the	DET
ajceb-4172	251	3	research	research	NOUN
ajceb-4172	251	4	is	be	AUX
ajceb-4172	251	5	based	base	VERB
ajceb-4172	251	6	on	on	ADP
ajceb-4172	251	7	a	a	DET
ajceb-4172	251	8	single	single	ADJ
ajceb-4172	251	9	in	in	ADP
ajceb-4172	251	10	-	-	PUNCT
ajceb-4172	251	11	depth	depth	NOUN
ajceb-4172	251	12	case	case	NOUN
ajceb-4172	251	13	study	study	NOUN
ajceb-4172	251	14	,	,	PUNCT
ajceb-4172	251	15	the	the	DET
ajceb-4172	251	16	findings	finding	NOUN
ajceb-4172	251	17	provide	provide	VERB
ajceb-4172	251	18	a	a	DET
ajceb-4172	251	19	basis	basis	NOUN
ajceb-4172	251	20	for	for	ADP
ajceb-4172	251	21	theory	theory	NOUN
ajceb-4172	251	22	development	development	NOUN
ajceb-4172	251	23	rather	rather	ADV
ajceb-4172	251	24	than	than	ADP
ajceb-4172	251	25	being	be	AUX
ajceb-4172	251	26	immediately	immediately	ADV
ajceb-4172	251	27	generalizable	generalizable	ADJ
ajceb-4172	251	28	across	across	ADP
ajceb-4172	251	29	broad	broad	ADJ
ajceb-4172	251	30	populations	population	NOUN
ajceb-4172	251	31	of	of	ADP
ajceb-4172	251	32	customers	customer	NOUN
ajceb-4172	251	33	.	.	PUNCT
ajceb-4172	252	1	further	far	ADV
ajceb-4172	252	2	,	,	PUNCT
ajceb-4172	252	3	they	they	PRON
ajceb-4172	252	4	are	be	AUX
ajceb-4172	252	5	limited	limit	VERB
ajceb-4172	252	6	to	to	ADP
ajceb-4172	252	7	housing	housing	NOUN
ajceb-4172	252	8	construction	construction	NOUN
ajceb-4172	252	9	customers	customer	NOUN
ajceb-4172	252	10	with	with	ADP
ajceb-4172	252	11	low	low	ADJ
ajceb-4172	252	12	experience	experience	NOUN
ajceb-4172	252	13	but	but	CCONJ
ajceb-4172	252	14	high	high	ADJ
ajceb-4172	252	15	involvement	involvement	NOUN
ajceb-4172	252	16	in	in	ADP
ajceb-4172	252	17	the	the	DET
ajceb-4172	252	18	process	process	NOUN
ajceb-4172	252	19	.	.	PUNCT
ajceb-4172	253	1	a	a	DET
ajceb-4172	253	2	consistent	consistent	ADJ
ajceb-4172	253	3	theme	theme	NOUN
ajceb-4172	253	4	across	across	ADP
ajceb-4172	253	5	all	all	DET
ajceb-4172	253	6	four	four	NUM
ajceb-4172	253	7	stages	stage	NOUN
ajceb-4172	253	8	of	of	ADP
ajceb-4172	253	9	analysis	analysis	NOUN
ajceb-4172	253	10	was	be	AUX
ajceb-4172	253	11	a	a	DET
ajceb-4172	253	12	link	link	NOUN
ajceb-4172	253	13	between	between	ADP
ajceb-4172	253	14	service	service	NOUN
ajceb-4172	253	15	incidents	incident	NOUN
ajceb-4172	253	16	,	,	PUNCT
ajceb-4172	253	17	service	service	NOUN
ajceb-4172	253	18	quality	quality	NOUN
ajceb-4172	253	19	and	and	CCONJ
ajceb-4172	253	20	customer	customer	NOUN
ajceb-4172	253	21	satisfaction	satisfaction	NOUN
ajceb-4172	253	22	.	.	PUNCT
ajceb-4172	254	1	for	for	ADP
ajceb-4172	254	2	instance	instance	NOUN
ajceb-4172	254	3	,	,	PUNCT
ajceb-4172	254	4	the	the	DET
ajceb-4172	254	5	ratio	ratio	NOUN
ajceb-4172	254	6	between	between	ADP
ajceb-4172	254	7	positive	positive	ADJ
ajceb-4172	254	8	and	and	CCONJ
ajceb-4172	254	9	negative	negative	ADJ
ajceb-4172	254	10	incidents	incident	NOUN
ajceb-4172	254	11	appears	appear	VERB
ajceb-4172	254	12	to	to	PART
ajceb-4172	254	13	influence	influence	VERB
ajceb-4172	254	14	the	the	DET
ajceb-4172	254	15	direction	direction	NOUN
ajceb-4172	254	16	of	of	ADP
ajceb-4172	254	17	both	both	PRON
ajceb-4172	254	18	service	service	NOUN
ajceb-4172	254	19	quality	quality	NOUN
ajceb-4172	254	20	and	and	CCONJ
ajceb-4172	254	21	customer	customer	NOUN
ajceb-4172	254	22	satisfaction	satisfaction	NOUN
ajceb-4172	254	23	gap	gap	NOUN
ajceb-4172	254	24	scores	score	NOUN
ajceb-4172	254	25	and	and	CCONJ
ajceb-4172	254	26	to	to	ADP
ajceb-4172	254	27	some	some	DET
ajceb-4172	254	28	extent	extent	NOUN
ajceb-4172	254	29	the	the	DET
ajceb-4172	254	30	size	size	NOUN
ajceb-4172	254	31	of	of	ADP
ajceb-4172	254	32	the	the	DET
ajceb-4172	254	33	gap	gap	NOUN
ajceb-4172	254	34	as	as	ADV
ajceb-4172	254	35	well	well	ADV
ajceb-4172	254	36	.	.	PUNCT
ajceb-4172	255	1	even	even	ADV
ajceb-4172	255	2	so	so	ADV
ajceb-4172	255	3	,	,	PUNCT
ajceb-4172	255	4	at	at	ADP
ajceb-4172	255	5	times	time	NOUN
ajceb-4172	255	6	,	,	PUNCT
ajceb-4172	255	7	there	there	PRON
ajceb-4172	255	8	appears	appear	VERB
ajceb-4172	255	9	to	to	PART
ajceb-4172	255	10	be	be	AUX
ajceb-4172	255	11	a	a	DET
ajceb-4172	255	12	saturation	saturation	NOUN
ajceb-4172	255	13	point	point	NOUN
ajceb-4172	255	14	reached	reach	VERB
ajceb-4172	255	15	regarding	regard	VERB
ajceb-4172	255	16	negative	negative	ADJ
ajceb-4172	255	17	incidents	incident	NOUN
ajceb-4172	255	18	to	to	ADP
ajceb-4172	255	19	the	the	DET
ajceb-4172	255	20	point	point	NOUN
ajceb-4172	255	21	that	that	SCONJ
ajceb-4172	255	22	a	a	DET
ajceb-4172	255	23	strong	strong	ADJ
ajceb-4172	255	24	negative	negative	ADJ
ajceb-4172	255	25	bias	bias	NOUN
ajceb-4172	255	26	in	in	ADP
ajceb-4172	255	27	the	the	DET
ajceb-4172	255	28	ratio	ratio	NOUN
ajceb-4172	255	29	does	do	AUX
ajceb-4172	255	30	not	not	PART
ajceb-4172	255	31	necessarily	necessarily	ADV
ajceb-4172	255	32	have	have	AUX
ajceb-4172	255	33	the	the	DET
ajceb-4172	255	34	same	same	ADJ
ajceb-4172	255	35	degree	degree	NOUN
ajceb-4172	255	36	of	of	ADP
ajceb-4172	255	37	negative	negative	ADJ
ajceb-4172	255	38	impact	impact	NOUN
ajceb-4172	255	39	on	on	ADP
ajceb-4172	255	40	gaps	gap	NOUN
ajceb-4172	255	41	scores	score	NOUN
ajceb-4172	255	42	;	;	PUNCT
ajceb-4172	255	43	the	the	DET
ajceb-4172	255	44	end	end	NOUN
ajceb-4172	255	45	of	of	ADP
ajceb-4172	255	46	process	process	NOUN
ajceb-4172	255	47	/	/	SYM
ajceb-4172	255	48	product	product	NOUN
ajceb-4172	255	49	realization	realization	NOUN
ajceb-4172	255	50	factor	factor	NOUN
ajceb-4172	255	51	also	also	ADV
ajceb-4172	255	52	appears	appear	VERB
ajceb-4172	255	53	to	to	PART
ajceb-4172	255	54	have	have	VERB
ajceb-4172	255	55	its	its	PRON
ajceb-4172	255	56	own	own	ADJ
ajceb-4172	255	57	positive	positive	ADJ
ajceb-4172	255	58	impact	impact	NOUN
ajceb-4172	255	59	on	on	ADP
ajceb-4172	255	60	customer	customer	NOUN
ajceb-4172	255	61	satisfaction	satisfaction	NOUN
ajceb-4172	255	62	scores	score	NOUN
ajceb-4172	255	63	toward	toward	ADP
ajceb-4172	255	64	the	the	DET
ajceb-4172	255	65	end	end	NOUN
ajceb-4172	255	66	of	of	ADP
ajceb-4172	255	67	construction	construction	NOUN
ajceb-4172	255	68	(	(	PUNCT
ajceb-4172	255	69	i.e.	i.e.	X
ajceb-4172	255	70	when	when	SCONJ
ajceb-4172	255	71	the	the	DET
ajceb-4172	255	72	end	end	NOUN
ajceb-4172	255	73	product	product	NOUN
ajceb-4172	255	74	can	can	AUX
ajceb-4172	255	75	be	be	AUX
ajceb-4172	255	76	appreciated	appreciate	VERB
ajceb-4172	255	77	construction	construction	NOUN
ajceb-4172	255	78	economics	economic	NOUN
ajceb-4172	255	79	and	and	CCONJ
ajceb-4172	255	80	building	building	NOUN
ajceb-4172	255	81	,	,	PUNCT
ajceb-4172	255	82	15(1	15(1	NUM
ajceb-4172	255	83	)	)	PUNCT
ajceb-4172	255	84	,	,	PUNCT
ajceb-4172	255	85	19	19	NUM
ajceb-4172	255	86	-	-	SYM
ajceb-4172	255	87	42	42	NUM
ajceb-4172	255	88	forsythe	forsythe	PROPN
ajceb-4172	255	89	36	36	NUM
ajceb-4172	255	90	by	by	ADP
ajceb-4172	255	91	the	the	DET
ajceb-4172	255	92	customer	customer	NOUN
ajceb-4172	255	93	and	and	CCONJ
ajceb-4172	255	94	there	there	PRON
ajceb-4172	255	95	is	be	VERB
ajceb-4172	255	96	emotional	emotional	ADJ
ajceb-4172	255	97	relief	relief	NOUN
ajceb-4172	255	98	from	from	ADP
ajceb-4172	255	99	the	the	DET
ajceb-4172	255	100	construction	construction	NOUN
ajceb-4172	255	101	process	process	NOUN
ajceb-4172	255	102	)	)	PUNCT
ajceb-4172	255	103	.	.	PUNCT
ajceb-4172	256	1	service	service	NOUN
ajceb-4172	256	2	quality	quality	NOUN
ajceb-4172	256	3	gap	gap	NOUN
ajceb-4172	256	4	scores	score	NOUN
ajceb-4172	256	5	influenced	influence	VERB
ajceb-4172	256	6	customer	customer	NOUN
ajceb-4172	256	7	satisfaction	satisfaction	NOUN
ajceb-4172	256	8	most	most	ADV
ajceb-4172	256	9	strongly	strongly	ADV
ajceb-4172	256	10	when	when	SCONJ
ajceb-4172	256	11	focusing	focus	VERB
ajceb-4172	256	12	upon	upon	SCONJ
ajceb-4172	256	13	active	active	ADJ
ajceb-4172	256	14	service	service	NOUN
ajceb-4172	256	15	quality	quality	NOUN
ajceb-4172	256	16	dimensions	dimension	NOUN
ajceb-4172	256	17	.	.	PUNCT
ajceb-4172	257	1	highly	highly	ADV
ajceb-4172	257	2	active	active	ADJ
ajceb-4172	257	3	dimensions	dimension	NOUN
ajceb-4172	257	4	particularly	particularly	ADV
ajceb-4172	257	5	stood	stand	VERB
ajceb-4172	257	6	out	out	ADP
ajceb-4172	257	7	as	as	ADP
ajceb-4172	257	8	being	be	AUX
ajceb-4172	257	9	strongly	strongly	ADV
ajceb-4172	257	10	associated	associate	VERB
ajceb-4172	257	11	with	with	ADP
ajceb-4172	257	12	customer	customer	NOUN
ajceb-4172	257	13	satisfaction	satisfaction	NOUN
ajceb-4172	257	14	scores	score	NOUN
ajceb-4172	257	15	.	.	PUNCT
ajceb-4172	258	1	reliability	reliability	NOUN
ajceb-4172	258	2	was	be	AUX
ajceb-4172	258	3	highly	highly	ADV
ajceb-4172	258	4	active	active	ADJ
ajceb-4172	258	5	over	over	ADP
ajceb-4172	258	6	the	the	DET
ajceb-4172	258	7	entire	entire	ADJ
ajceb-4172	258	8	construction	construction	NOUN
ajceb-4172	258	9	process	process	NOUN
ajceb-4172	258	10	and	and	CCONJ
ajceb-4172	258	11	care	care	VERB
ajceb-4172	258	12	in	in	ADP
ajceb-4172	258	13	execution	execution	NOUN
ajceb-4172	258	14	of	of	ADP
ajceb-4172	258	15	work	work	NOUN
ajceb-4172	258	16	was	be	AUX
ajceb-4172	258	17	highly	highly	ADV
ajceb-4172	258	18	active	active	ADJ
ajceb-4172	258	19	over	over	ADP
ajceb-4172	258	20	the	the	DET
ajceb-4172	258	21	latter	latter	ADJ
ajceb-4172	258	22	half	half	NOUN
ajceb-4172	258	23	of	of	ADP
ajceb-4172	258	24	the	the	DET
ajceb-4172	258	25	project	project	NOUN
ajceb-4172	258	26	,	,	PUNCT
ajceb-4172	258	27	which	which	PRON
ajceb-4172	258	28	may	may	AUX
ajceb-4172	258	29	be	be	AUX
ajceb-4172	258	30	a	a	DET
ajceb-4172	258	31	result	result	NOUN
ajceb-4172	258	32	of	of	ADP
ajceb-4172	258	33	the	the	DET
ajceb-4172	258	34	targeted	target	VERB
ajceb-4172	258	35	customer	customer	NOUN
ajceb-4172	258	36	being	be	AUX
ajceb-4172	258	37	technically	technically	ADV
ajceb-4172	258	38	limited	limited	ADJ
ajceb-4172	258	39	in	in	ADP
ajceb-4172	258	40	their	their	PRON
ajceb-4172	258	41	ability	ability	NOUN
ajceb-4172	258	42	to	to	PART
ajceb-4172	258	43	evaluate	evaluate	VERB
ajceb-4172	258	44	the	the	DET
ajceb-4172	258	45	construction	construction	NOUN
ajceb-4172	258	46	until	until	SCONJ
ajceb-4172	258	47	it	it	PRON
ajceb-4172	258	48	is	be	AUX
ajceb-4172	258	49	closer	close	ADJ
ajceb-4172	258	50	to	to	ADP
ajceb-4172	258	51	being	be	AUX
ajceb-4172	258	52	a	a	DET
ajceb-4172	258	53	completed	complete	VERB
ajceb-4172	258	54	end	end	NOUN
ajceb-4172	258	55	product	product	NOUN
ajceb-4172	258	56	.	.	PUNCT
ajceb-4172	259	1	both	both	DET
ajceb-4172	259	2	dimensions	dimension	NOUN
ajceb-4172	259	3	should	should	AUX
ajceb-4172	259	4	be	be	AUX
ajceb-4172	259	5	focused	focus	VERB
ajceb-4172	259	6	upon	upon	SCONJ
ajceb-4172	259	7	in	in	ADP
ajceb-4172	259	8	ongoing	ongoing	ADJ
ajceb-4172	259	9	studies	study	NOUN
ajceb-4172	259	10	to	to	PART
ajceb-4172	259	11	determine	determine	VERB
ajceb-4172	259	12	if	if	SCONJ
ajceb-4172	259	13	they	they	PRON
ajceb-4172	259	14	deserve	deserve	VERB
ajceb-4172	259	15	higher	high	ADJ
ajceb-4172	259	16	weighting	weighting	NOUN
ajceb-4172	259	17	than	than	ADP
ajceb-4172	259	18	other	other	ADJ
ajceb-4172	259	19	dimensions	dimension	NOUN
ajceb-4172	259	20	in	in	ADP
ajceb-4172	259	21	service	service	NOUN
ajceb-4172	259	22	quality	quality	NOUN
ajceb-4172	259	23	measurement	measurement	NOUN
ajceb-4172	259	24	and	and	CCONJ
ajceb-4172	259	25	to	to	PART
ajceb-4172	259	26	help	help	VERB
ajceb-4172	259	27	contractors	contractor	NOUN
ajceb-4172	259	28	know	know	VERB
ajceb-4172	259	29	where	where	SCONJ
ajceb-4172	259	30	best	good	ADJ
ajceb-4172	259	31	to	to	PART
ajceb-4172	259	32	focus	focus	VERB
ajceb-4172	259	33	their	their	PRON
ajceb-4172	259	34	service	service	NOUN
ajceb-4172	259	35	quality	quality	NOUN
ajceb-4172	259	36	efforts	effort	NOUN
ajceb-4172	259	37	.	.	PUNCT
ajceb-4172	260	1	in	in	ADP
ajceb-4172	260	2	contrast	contrast	NOUN
ajceb-4172	260	3	,	,	PUNCT
ajceb-4172	260	4	tangibles	tangible	NOUN
ajceb-4172	260	5	were	be	AUX
ajceb-4172	260	6	continually	continually	ADV
ajceb-4172	260	7	inactive	inactive	ADJ
ajceb-4172	260	8	and	and	CCONJ
ajceb-4172	260	9	should	should	AUX
ajceb-4172	260	10	be	be	AUX
ajceb-4172	260	11	checked	check	VERB
ajceb-4172	260	12	further	far	ADV
ajceb-4172	260	13	to	to	PART
ajceb-4172	260	14	test	test	VERB
ajceb-4172	260	15	whether	whether	SCONJ
ajceb-4172	260	16	or	or	CCONJ
ajceb-4172	260	17	not	not	PART
ajceb-4172	260	18	this	this	DET
ajceb-4172	260	19	dimension	dimension	NOUN
ajceb-4172	260	20	deserves	deserve	VERB
ajceb-4172	260	21	ongoing	ongoing	ADJ
ajceb-4172	260	22	inclusion	inclusion	NOUN
ajceb-4172	260	23	in	in	ADP
ajceb-4172	260	24	service	service	NOUN
ajceb-4172	260	25	quality	quality	NOUN
ajceb-4172	260	26	measurement	measurement	NOUN
ajceb-4172	260	27	during	during	ADP
ajceb-4172	260	28	construction	construction	NOUN
ajceb-4172	260	29	.	.	PUNCT
ajceb-4172	261	1	perceptions	perception	NOUN
ajceb-4172	261	2	from	from	ADP
ajceb-4172	261	3	service	service	NOUN
ajceb-4172	261	4	incidents	incident	NOUN
ajceb-4172	261	5	were	be	AUX
ajceb-4172	261	6	predominantly	predominantly	ADV
ajceb-4172	261	7	triggered	trigger	VERB
ajceb-4172	261	8	via	via	ADP
ajceb-4172	261	9	spontaneous	spontaneous	ADJ
ajceb-4172	261	10	situations	situation	NOUN
ajceb-4172	261	11	and	and	CCONJ
ajceb-4172	261	12	,	,	PUNCT
ajceb-4172	261	13	at	at	ADP
ajceb-4172	261	14	certain	certain	ADJ
ajceb-4172	261	15	stages	stage	NOUN
ajceb-4172	261	16	of	of	ADP
ajceb-4172	261	17	the	the	DET
ajceb-4172	261	18	project	project	NOUN
ajceb-4172	261	19	,	,	PUNCT
ajceb-4172	261	20	often	often	ADV
ajceb-4172	261	21	led	lead	VERB
ajceb-4172	261	22	to	to	ADP
ajceb-4172	261	23	secondary	secondary	ADJ
ajceb-4172	261	24	situations	situation	NOUN
ajceb-4172	261	25	.	.	PUNCT
ajceb-4172	262	1	from	from	ADP
ajceb-4172	262	2	a	a	DET
ajceb-4172	262	3	service	service	NOUN
ajceb-4172	262	4	delivery	delivery	NOUN
ajceb-4172	262	5	perspective	perspective	NOUN
ajceb-4172	262	6	,	,	PUNCT
ajceb-4172	262	7	there	there	PRON
ajceb-4172	262	8	seems	seem	VERB
ajceb-4172	262	9	to	to	PART
ajceb-4172	262	10	be	be	AUX
ajceb-4172	262	11	a	a	DET
ajceb-4172	262	12	need	need	NOUN
ajceb-4172	262	13	to	to	PART
ajceb-4172	262	14	more	more	ADV
ajceb-4172	262	15	purposefully	purposefully	ADV
ajceb-4172	262	16	orchestrate	orchestrate	VERB
ajceb-4172	262	17	the	the	DET
ajceb-4172	262	18	situational	situational	ADJ
ajceb-4172	262	19	contexts	context	NOUN
ajceb-4172	262	20	that	that	PRON
ajceb-4172	262	21	customers	customer	NOUN
ajceb-4172	262	22	encounter	encounter	VERB
ajceb-4172	262	23	in	in	ADP
ajceb-4172	262	24	order	order	NOUN
ajceb-4172	262	25	to	to	PART
ajceb-4172	262	26	help	help	VERB
ajceb-4172	262	27	create	create	VERB
ajceb-4172	262	28	positive	positive	ADJ
ajceb-4172	262	29	perceptions	perception	NOUN
ajceb-4172	262	30	.	.	PUNCT
ajceb-4172	263	1	this	this	PRON
ajceb-4172	263	2	is	be	AUX
ajceb-4172	263	3	perhaps	perhaps	ADV
ajceb-4172	263	4	most	most	ADV
ajceb-4172	263	5	achievable	achievable	ADJ
ajceb-4172	263	6	through	through	ADP
ajceb-4172	263	7	planned	plan	VERB
ajceb-4172	263	8	rather	rather	ADV
ajceb-4172	263	9	than	than	ADP
ajceb-4172	263	10	impromptu	impromptu	ADJ
ajceb-4172	263	11	site	site	NOUN
ajceb-4172	263	12	visits	visit	NOUN
ajceb-4172	263	13	.	.	PUNCT
ajceb-4172	264	1	further	far	ADV
ajceb-4172	264	2	,	,	PUNCT
ajceb-4172	264	3	secondary	secondary	ADJ
ajceb-4172	264	4	situations	situation	NOUN
ajceb-4172	264	5	appear	appear	VERB
ajceb-4172	264	6	important	important	ADJ
ajceb-4172	264	7	when	when	SCONJ
ajceb-4172	264	8	they	they	PRON
ajceb-4172	264	9	lead	lead	VERB
ajceb-4172	264	10	from	from	ADP
ajceb-4172	264	11	already	already	ADV
ajceb-4172	264	12	negative	negative	ADJ
ajceb-4172	264	13	situations	situation	NOUN
ajceb-4172	264	14	.	.	PUNCT
ajceb-4172	265	1	as	as	SCONJ
ajceb-4172	265	2	they	they	PRON
ajceb-4172	265	3	can	can	AUX
ajceb-4172	265	4	either	either	CCONJ
ajceb-4172	265	5	resolve	resolve	VERB
ajceb-4172	265	6	or	or	CCONJ
ajceb-4172	265	7	compound	compound	VERB
ajceb-4172	265	8	such	such	ADJ
ajceb-4172	265	9	situations	situation	NOUN
ajceb-4172	265	10	,	,	PUNCT
ajceb-4172	265	11	service	service	NOUN
ajceb-4172	265	12	providers	provider	NOUN
ajceb-4172	265	13	need	need	VERB
ajceb-4172	265	14	to	to	PART
ajceb-4172	265	15	more	more	ADV
ajceb-4172	265	16	fully	fully	ADV
ajceb-4172	265	17	consider	consider	VERB
ajceb-4172	265	18	the	the	DET
ajceb-4172	265	19	best	good	ADJ
ajceb-4172	265	20	course	course	NOUN
ajceb-4172	265	21	of	of	ADP
ajceb-4172	265	22	action	action	NOUN
ajceb-4172	265	23	especially	especially	ADV
ajceb-4172	265	24	to	to	PART
ajceb-4172	265	25	prevent	prevent	VERB
ajceb-4172	265	26	any	any	DET
ajceb-4172	265	27	ongoing	ongoing	ADJ
ajceb-4172	265	28	domino	domino	NOUN
ajceb-4172	265	29	effect	effect	NOUN
ajceb-4172	265	30	(	(	PUNCT
ajceb-4172	265	31	i.e.	i.e.	X
ajceb-4172	265	32	causing	cause	VERB
ajceb-4172	265	33	rolling	rolling	ADJ
ajceb-4172	265	34	negative	negative	ADJ
ajceb-4172	265	35	incidents	incident	NOUN
ajceb-4172	265	36	)	)	PUNCT
ajceb-4172	265	37	.	.	PUNCT
ajceb-4172	266	1	it	it	PRON
ajceb-4172	266	2	was	be	AUX
ajceb-4172	266	3	apparent	apparent	ADJ
ajceb-4172	266	4	that	that	SCONJ
ajceb-4172	266	5	the	the	DET
ajceb-4172	266	6	large	large	ADJ
ajceb-4172	266	7	amount	amount	NOUN
ajceb-4172	266	8	of	of	ADP
ajceb-4172	266	9	mainly	mainly	ADV
ajceb-4172	266	10	negative	negative	ADJ
ajceb-4172	266	11	subcontractor	subcontractor	NOUN
ajceb-4172	266	12	involvement	involvement	NOUN
ajceb-4172	266	13	in	in	ADP
ajceb-4172	266	14	the	the	DET
ajceb-4172	266	15	case	case	NOUN
ajceb-4172	266	16	study	study	NOUN
ajceb-4172	266	17	could	could	AUX
ajceb-4172	266	18	be	be	AUX
ajceb-4172	266	19	avoided	avoid	VERB
ajceb-4172	266	20	.	.	PUNCT
ajceb-4172	267	1	it	it	PRON
ajceb-4172	267	2	would	would	AUX
ajceb-4172	267	3	seem	seem	VERB
ajceb-4172	267	4	that	that	SCONJ
ajceb-4172	267	5	the	the	DET
ajceb-4172	267	6	best	good	ADJ
ajceb-4172	267	7	course	course	NOUN
ajceb-4172	267	8	of	of	ADP
ajceb-4172	267	9	action	action	NOUN
ajceb-4172	267	10	for	for	ADP
ajceb-4172	267	11	improved	improved	ADJ
ajceb-4172	267	12	service	service	NOUN
ajceb-4172	267	13	quality	quality	NOUN
ajceb-4172	267	14	would	would	AUX
ajceb-4172	267	15	be	be	AUX
ajceb-4172	267	16	for	for	SCONJ
ajceb-4172	267	17	the	the	DET
ajceb-4172	267	18	builder	builder	NOUN
ajceb-4172	267	19	to	to	PART
ajceb-4172	267	20	limit	limit	VERB
ajceb-4172	267	21	or	or	CCONJ
ajceb-4172	267	22	control	control	VERB
ajceb-4172	267	23	direct	direct	ADJ
ajceb-4172	267	24	subcontractor	subcontractor	NOUN
ajceb-4172	267	25	involvement	involvement	NOUN
ajceb-4172	267	26	with	with	ADP
ajceb-4172	267	27	the	the	DET
ajceb-4172	267	28	customer	customer	NOUN
ajceb-4172	267	29	.	.	PUNCT
ajceb-4172	268	1	incidents	incident	NOUN
ajceb-4172	268	2	often	often	ADV
ajceb-4172	268	3	concerned	concern	VERB
ajceb-4172	268	4	site	site	NOUN
ajceb-4172	268	5	observations	observation	NOUN
ajceb-4172	268	6	or	or	CCONJ
ajceb-4172	268	7	personal	personal	ADJ
ajceb-4172	268	8	interaction	interaction	NOUN
ajceb-4172	268	9	,	,	PUNCT
ajceb-4172	268	10	which	which	PRON
ajceb-4172	268	11	appear	appear	VERB
ajceb-4172	268	12	related	related	ADJ
ajceb-4172	268	13	in	in	ADP
ajceb-4172	268	14	that	that	DET
ajceb-4172	268	15	site	site	NOUN
ajceb-4172	268	16	observations	observation	NOUN
ajceb-4172	268	17	potentially	potentially	ADV
ajceb-4172	268	18	led	lead	VERB
ajceb-4172	268	19	to	to	ADP
ajceb-4172	268	20	personal	personal	ADJ
ajceb-4172	268	21	interaction	interaction	NOUN
ajceb-4172	268	22	(	(	PUNCT
ajceb-4172	268	23	and	and	CCONJ
ajceb-4172	268	24	vice	vice	ADV
ajceb-4172	268	25	versa	versa	ADV
ajceb-4172	268	26	)	)	PUNCT
ajceb-4172	268	27	.	.	PUNCT
ajceb-4172	269	1	both	both	DET
ajceb-4172	269	2	features	feature	NOUN
ajceb-4172	269	3	could	could	AUX
ajceb-4172	269	4	be	be	AUX
ajceb-4172	269	5	more	more	ADV
ajceb-4172	269	6	controlled	control	VERB
ajceb-4172	269	7	with	with	ADP
ajceb-4172	269	8	more	more	ADV
ajceb-4172	269	9	purposeful	purposeful	ADJ
ajceb-4172	269	10	and	and	CCONJ
ajceb-4172	269	11	orchestrated	orchestrated	ADJ
ajceb-4172	269	12	site	site	NOUN
ajceb-4172	269	13	visits	visit	NOUN
ajceb-4172	269	14	.	.	PUNCT
ajceb-4172	270	1	moreover	moreover	ADV
ajceb-4172	270	2	,	,	PUNCT
ajceb-4172	270	3	this	this	PRON
ajceb-4172	270	4	should	should	AUX
ajceb-4172	270	5	predominantly	predominantly	ADV
ajceb-4172	270	6	be	be	AUX
ajceb-4172	270	7	with	with	ADP
ajceb-4172	270	8	the	the	DET
ajceb-4172	270	9	builder	builder	NOUN
ajceb-4172	270	10	(	(	PUNCT
ajceb-4172	270	11	and	and	CCONJ
ajceb-4172	270	12	specifically	specifically	ADV
ajceb-4172	270	13	with	with	ADP
ajceb-4172	270	14	staff	staff	NOUN
ajceb-4172	270	15	who	who	PRON
ajceb-4172	270	16	have	have	VERB
ajceb-4172	270	17	relevant	relevant	ADJ
ajceb-4172	270	18	construction	construction	NOUN
ajceb-4172	270	19	expertise	expertise	NOUN
ajceb-4172	270	20	and	and	CCONJ
ajceb-4172	270	21	decision	decision	NOUN
ajceb-4172	270	22	-	-	PUNCT
ajceb-4172	270	23	making	make	VERB
ajceb-4172	270	24	power	power	NOUN
ajceb-4172	270	25	)	)	PUNCT
ajceb-4172	270	26	to	to	PART
ajceb-4172	270	27	purposefully	purposefully	ADV
ajceb-4172	270	28	encourage	encourage	VERB
ajceb-4172	270	29	positive	positive	ADJ
ajceb-4172	270	30	perceptions	perception	NOUN
ajceb-4172	270	31	by	by	ADP
ajceb-4172	270	32	the	the	DET
ajceb-4172	270	33	customer	customer	NOUN
ajceb-4172	270	34	and	and	CCONJ
ajceb-4172	270	35	address	address	VERB
ajceb-4172	270	36	their	their	PRON
ajceb-4172	270	37	inherent	inherent	ADJ
ajceb-4172	270	38	lack	lack	NOUN
ajceb-4172	270	39	of	of	ADP
ajceb-4172	270	40	technical	technical	ADJ
ajceb-4172	270	41	expertise	expertise	NOUN
ajceb-4172	270	42	.	.	PUNCT
ajceb-4172	271	1	core	core	NOUN
ajceb-4172	271	2	content	content	NOUN
ajceb-4172	271	3	mainly	mainly	ADV
ajceb-4172	271	4	concerned	concern	VERB
ajceb-4172	271	5	progressive	progressive	ADJ
ajceb-4172	271	6	product	product	NOUN
ajceb-4172	271	7	quality	quality	NOUN
ajceb-4172	271	8	or	or	CCONJ
ajceb-4172	271	9	progressive	progressive	ADJ
ajceb-4172	271	10	construction	construction	NOUN
ajceb-4172	271	11	activity	activity	NOUN
ajceb-4172	271	12	.	.	PUNCT
ajceb-4172	272	1	in	in	ADP
ajceb-4172	272	2	addressing	address	VERB
ajceb-4172	272	3	this	this	DET
ajceb-4172	272	4	issue	issue	NOUN
ajceb-4172	272	5	,	,	PUNCT
ajceb-4172	272	6	builders	builder	NOUN
ajceb-4172	272	7	should	should	AUX
ajceb-4172	272	8	consider	consider	VERB
ajceb-4172	272	9	the	the	DET
ajceb-4172	272	10	strategic	strategic	ADJ
ajceb-4172	272	11	benefits	benefit	NOUN
ajceb-4172	272	12	of	of	ADP
ajceb-4172	272	13	fast	fast	ADJ
ajceb-4172	272	14	and	and	CCONJ
ajceb-4172	272	15	seamless	seamless	ADJ
ajceb-4172	272	16	construction	construction	NOUN
ajceb-4172	272	17	onsite	onsite	NOUN
ajceb-4172	272	18	(	(	PUNCT
ajceb-4172	272	19	in	in	ADP
ajceb-4172	272	20	conjunction	conjunction	NOUN
ajceb-4172	272	21	with	with	ADP
ajceb-4172	272	22	the	the	DET
ajceb-4172	272	23	above	above	ADV
ajceb-4172	272	24	-	-	PUNCT
ajceb-4172	272	25	mentioned	mention	VERB
ajceb-4172	272	26	orchestrated	orchestrated	ADJ
ajceb-4172	272	27	site	site	NOUN
ajceb-4172	272	28	visits	visit	NOUN
ajceb-4172	272	29	)	)	PUNCT
ajceb-4172	272	30	.	.	PUNCT
ajceb-4172	273	1	such	such	DET
ajceb-4172	273	2	an	an	DET
ajceb-4172	273	3	approach	approach	NOUN
ajceb-4172	273	4	obviously	obviously	ADV
ajceb-4172	273	5	aims	aim	VERB
ajceb-4172	273	6	to	to	PART
ajceb-4172	273	7	address	address	VERB
ajceb-4172	273	8	the	the	DET
ajceb-4172	273	9	customer	customer	NOUN
ajceb-4172	273	10	’s	’s	PART
ajceb-4172	273	11	perceptions	perception	NOUN
ajceb-4172	273	12	of	of	ADP
ajceb-4172	273	13	progressive	progressive	ADJ
ajceb-4172	273	14	construction	construction	NOUN
ajceb-4172	273	15	activity	activity	NOUN
ajceb-4172	273	16	in	in	ADP
ajceb-4172	273	17	a	a	DET
ajceb-4172	273	18	way	way	NOUN
ajceb-4172	273	19	that	that	PRON
ajceb-4172	273	20	excites	excite	VERB
ajceb-4172	273	21	with	with	ADP
ajceb-4172	273	22	speed	speed	NOUN
ajceb-4172	273	23	,	,	PUNCT
ajceb-4172	273	24	while	while	SCONJ
ajceb-4172	273	25	providing	provide	VERB
ajceb-4172	273	26	a	a	DET
ajceb-4172	273	27	relatively	relatively	ADV
ajceb-4172	273	28	limited	limited	ADJ
ajceb-4172	273	29	ability	ability	NOUN
ajceb-4172	273	30	for	for	SCONJ
ajceb-4172	273	31	the	the	DET
ajceb-4172	273	32	customer	customer	NOUN
ajceb-4172	273	33	to	to	PART
ajceb-4172	273	34	observe	observe	VERB
ajceb-4172	273	35	the	the	DET
ajceb-4172	273	36	process	process	NOUN
ajceb-4172	273	37	in	in	ADP
ajceb-4172	273	38	detail	detail	NOUN
ajceb-4172	273	39	.	.	PUNCT
ajceb-4172	274	1	this	this	PRON
ajceb-4172	274	2	has	have	VERB
ajceb-4172	274	3	the	the	DET
ajceb-4172	274	4	potential	potential	NOUN
ajceb-4172	274	5	to	to	PART
ajceb-4172	274	6	control	control	VERB
ajceb-4172	274	7	the	the	DET
ajceb-4172	274	8	customer	customer	NOUN
ajceb-4172	274	9	’s	’s	PART
ajceb-4172	274	10	site	site	NOUN
ajceb-4172	274	11	observations	observation	NOUN
ajceb-4172	274	12	and	and	CCONJ
ajceb-4172	274	13	hence	hence	ADV
ajceb-4172	274	14	control	control	VERB
ajceb-4172	274	15	stimuli	stimulus	NOUN
ajceb-4172	274	16	relating	relate	VERB
ajceb-4172	274	17	to	to	ADP
ajceb-4172	274	18	things	thing	NOUN
ajceb-4172	274	19	like	like	ADP
ajceb-4172	274	20	progressive	progressive	ADJ
ajceb-4172	274	21	product	product	NOUN
ajceb-4172	274	22	quality	quality	NOUN
ajceb-4172	274	23	.	.	PUNCT
ajceb-4172	275	1	finally	finally	ADV
ajceb-4172	275	2	,	,	PUNCT
ajceb-4172	275	3	it	it	PRON
ajceb-4172	275	4	may	may	AUX
ajceb-4172	275	5	allow	allow	VERB
ajceb-4172	275	6	the	the	DET
ajceb-4172	275	7	end	end	NOUN
ajceb-4172	275	8	of	of	ADP
ajceb-4172	275	9	process	process	NOUN
ajceb-4172	275	10	/	/	SYM
ajceb-4172	275	11	product	product	NOUN
ajceb-4172	275	12	realization	realization	NOUN
ajceb-4172	275	13	factor	factor	NOUN
ajceb-4172	275	14	to	to	PART
ajceb-4172	275	15	be	be	AUX
ajceb-4172	275	16	leveraged	leverage	VERB
ajceb-4172	275	17	to	to	ADP
ajceb-4172	275	18	a	a	DET
ajceb-4172	275	19	greater	great	ADJ
ajceb-4172	275	20	extent	extent	NOUN
ajceb-4172	275	21	(	(	PUNCT
ajceb-4172	275	22	in	in	ADP
ajceb-4172	275	23	a	a	DET
ajceb-4172	275	24	positive	positive	ADJ
ajceb-4172	275	25	way	way	NOUN
ajceb-4172	275	26	)	)	PUNCT
ajceb-4172	275	27	and	and	CCONJ
ajceb-4172	275	28	limit	limit	VERB
ajceb-4172	275	29	the	the	DET
ajceb-4172	275	30	extent	extent	NOUN
ajceb-4172	275	31	of	of	ADP
ajceb-4172	275	32	personal	personal	ADJ
ajceb-4172	275	33	interaction	interaction	NOUN
ajceb-4172	275	34	required	require	VERB
ajceb-4172	275	35	on	on	ADP
ajceb-4172	275	36	projects	project	NOUN
ajceb-4172	275	37	.	.	PUNCT
ajceb-4172	276	1	with	with	ADP
ajceb-4172	276	2	regard	regard	NOUN
ajceb-4172	276	3	to	to	ADP
ajceb-4172	276	4	customer	customer	NOUN
ajceb-4172	276	5	involvement	involvement	NOUN
ajceb-4172	276	6	,	,	PUNCT
ajceb-4172	276	7	builders	builder	NOUN
ajceb-4172	276	8	are	be	AUX
ajceb-4172	276	9	often	often	ADV
ajceb-4172	276	10	reticent	reticent	ADJ
ajceb-4172	276	11	to	to	PART
ajceb-4172	276	12	entertain	entertain	VERB
ajceb-4172	276	13	customers	customer	NOUN
ajceb-4172	276	14	expressing	express	VERB
ajceb-4172	276	15	new	new	ADJ
ajceb-4172	276	16	needs	need	NOUN
ajceb-4172	276	17	,	,	PUNCT
ajceb-4172	276	18	but	but	CCONJ
ajceb-4172	276	19	even	even	ADV
ajceb-4172	276	20	so	so	ADV
ajceb-4172	276	21	,	,	PUNCT
ajceb-4172	276	22	this	this	PRON
ajceb-4172	276	23	appears	appear	VERB
ajceb-4172	276	24	to	to	PART
ajceb-4172	276	25	be	be	AUX
ajceb-4172	276	26	clearly	clearly	ADV
ajceb-4172	276	27	associated	associate	VERB
ajceb-4172	276	28	with	with	ADP
ajceb-4172	276	29	positive	positive	ADJ
ajceb-4172	276	30	incidents	incident	NOUN
ajceb-4172	276	31	.	.	PUNCT
ajceb-4172	277	1	therefore	therefore	ADV
ajceb-4172	277	2	,	,	PUNCT
ajceb-4172	277	3	it	it	PRON
ajceb-4172	277	4	may	may	AUX
ajceb-4172	277	5	be	be	AUX
ajceb-4172	277	6	encouraged	encourage	VERB
ajceb-4172	277	7	judiciously	judiciously	ADV
ajceb-4172	277	8	by	by	ADP
ajceb-4172	277	9	builders	builder	NOUN
ajceb-4172	277	10	when	when	SCONJ
ajceb-4172	277	11	it	it	PRON
ajceb-4172	277	12	is	be	AUX
ajceb-4172	277	13	suited	suit	VERB
ajceb-4172	277	14	to	to	ADP
ajceb-4172	277	15	the	the	DET
ajceb-4172	277	16	nature	nature	NOUN
ajceb-4172	277	17	of	of	ADP
ajceb-4172	277	18	the	the	DET
ajceb-4172	277	19	project	project	NOUN
ajceb-4172	277	20	or	or	CCONJ
ajceb-4172	277	21	in	in	ADP
ajceb-4172	277	22	order	order	NOUN
ajceb-4172	277	23	to	to	PART
ajceb-4172	277	24	improve	improve	VERB
ajceb-4172	277	25	or	or	CCONJ
ajceb-4172	277	26	re	re	VERB
ajceb-4172	277	27	-	-	ADJ
ajceb-4172	277	28	align	align	ADJ
ajceb-4172	277	29	poor	poor	ADJ
ajceb-4172	277	30	customer	customer	NOUN
ajceb-4172	277	31	relations	relation	NOUN
ajceb-4172	277	32	.	.	PUNCT
ajceb-4172	278	1	conversely	conversely	ADV
ajceb-4172	278	2	,	,	PUNCT
ajceb-4172	278	3	the	the	DET
ajceb-4172	278	4	builder	builder	NOUN
ajceb-4172	278	5	’s	’s	PART
ajceb-4172	278	6	staff	staff	NOUN
ajceb-4172	278	7	should	should	AUX
ajceb-4172	278	8	be	be	AUX
ajceb-4172	278	9	trained	train	VERB
ajceb-4172	278	10	to	to	PART
ajceb-4172	278	11	avoid	avoid	VERB
ajceb-4172	278	12	situations	situation	NOUN
ajceb-4172	278	13	where	where	SCONJ
ajceb-4172	278	14	customers	customer	NOUN
ajceb-4172	278	15	are	be	AUX
ajceb-4172	278	16	forced	force	VERB
ajceb-4172	278	17	into	into	ADP
ajceb-4172	278	18	defensive	defensive	ADJ
ajceb-4172	278	19	action	action	NOUN
ajceb-4172	278	20	,	,	PUNCT
ajceb-4172	278	21	as	as	SCONJ
ajceb-4172	278	22	this	this	PRON
ajceb-4172	278	23	is	be	AUX
ajceb-4172	278	24	predominantly	predominantly	ADV
ajceb-4172	278	25	associated	associate	VERB
ajceb-4172	278	26	with	with	ADP
ajceb-4172	278	27	negative	negative	ADJ
ajceb-4172	278	28	incidents	incident	NOUN
ajceb-4172	278	29	.	.	PUNCT
ajceb-4172	279	1	ongoing	ongoing	ADJ
ajceb-4172	279	2	research	research	NOUN
ajceb-4172	279	3	should	should	AUX
ajceb-4172	279	4	aim	aim	VERB
ajceb-4172	279	5	to	to	PART
ajceb-4172	279	6	test	test	VERB
ajceb-4172	279	7	the	the	DET
ajceb-4172	279	8	generalizability	generalizability	NOUN
ajceb-4172	279	9	of	of	ADP
ajceb-4172	279	10	the	the	DET
ajceb-4172	279	11	methodology	methodology	NOUN
ajceb-4172	279	12	presented	present	VERB
ajceb-4172	279	13	in	in	ADP
ajceb-4172	279	14	this	this	DET
ajceb-4172	279	15	research	research	NOUN
ajceb-4172	279	16	.	.	PUNCT
ajceb-4172	280	1	there	there	PRON
ajceb-4172	280	2	is	be	VERB
ajceb-4172	280	3	also	also	ADV
ajceb-4172	280	4	the	the	DET
ajceb-4172	280	5	need	need	NOUN
ajceb-4172	280	6	to	to	PART
ajceb-4172	280	7	more	more	ADV
ajceb-4172	280	8	fully	fully	ADV
ajceb-4172	280	9	determine	determine	VERB
ajceb-4172	280	10	if	if	SCONJ
ajceb-4172	280	11	themes	theme	NOUN
ajceb-4172	280	12	found	find	VERB
ajceb-4172	280	13	in	in	ADP
ajceb-4172	280	14	this	this	DET
ajceb-4172	280	15	case	case	NOUN
ajceb-4172	280	16	study	study	NOUN
ajceb-4172	280	17	have	have	VERB
ajceb-4172	280	18	relevance	relevance	NOUN
ajceb-4172	280	19	to	to	ADP
ajceb-4172	280	20	a	a	DET
ajceb-4172	280	21	larger	large	ADJ
ajceb-4172	280	22	cross	cross	NOUN
ajceb-4172	280	23	section	section	NOUN
ajceb-4172	280	24	of	of	ADP
ajceb-4172	280	25	high	high	ADJ
ajceb-4172	280	26	-	-	PUNCT
ajceb-4172	280	27	involvement	involvement	NOUN
ajceb-4172	280	28	but	but	CCONJ
ajceb-4172	280	29	low	low	ADJ
ajceb-4172	280	30	-	-	PUNCT
ajceb-4172	280	31	experience	experience	NOUN
ajceb-4172	280	32	housing	housing	NOUN
ajceb-4172	280	33	construction	construction	NOUN
ajceb-4172	280	34	customers	customer	NOUN
ajceb-4172	280	35	.	.	PUNCT
ajceb-4172	281	1	following	follow	VERB
ajceb-4172	281	2	this	this	PRON
ajceb-4172	281	3	,	,	PUNCT
ajceb-4172	281	4	there	there	PRON
ajceb-4172	281	5	is	be	VERB
ajceb-4172	281	6	the	the	DET
ajceb-4172	281	7	prospect	prospect	NOUN
ajceb-4172	281	8	of	of	ADP
ajceb-4172	281	9	adapting	adapt	VERB
ajceb-4172	281	10	the	the	DET
ajceb-4172	281	11	associated	associate	VERB
ajceb-4172	281	12	concepts	concept	NOUN
ajceb-4172	281	13	and	and	CCONJ
ajceb-4172	281	14	methods	method	NOUN
ajceb-4172	281	15	of	of	ADP
ajceb-4172	281	16	incident	incident	NOUN
ajceb-4172	281	17	analysis	analysis	NOUN
ajceb-4172	281	18	to	to	PART
ajceb-4172	281	19	profile	profile	VERB
ajceb-4172	281	20	other	other	ADJ
ajceb-4172	281	21	types	type	NOUN
ajceb-4172	281	22	of	of	ADP
ajceb-4172	281	23	construction	construction	NOUN
ajceb-4172	281	24	customers	customer	NOUN
ajceb-4172	281	25	as	as	ADV
ajceb-4172	281	26	well	well	ADV
ajceb-4172	281	27	.	.	PUNCT
ajceb-4172	282	1	construction	construction	NOUN
ajceb-4172	282	2	economics	economic	NOUN
ajceb-4172	282	3	and	and	CCONJ
ajceb-4172	282	4	building	building	NOUN
ajceb-4172	282	5	,	,	PUNCT
ajceb-4172	282	6	15(1	15(1	NUM
ajceb-4172	282	7	)	)	PUNCT
ajceb-4172	282	8	,	,	PUNCT
ajceb-4172	282	9	19	19	NUM
ajceb-4172	282	10	-	-	SYM
ajceb-4172	282	11	42	42	NUM
ajceb-4172	282	12	forsythe	forsythe	PROPN
ajceb-4172	282	13	37	37	NUM
ajceb-4172	282	14	references	reference	NOUN
ajceb-4172	282	15	australian	australian	ADJ
ajceb-4172	282	16	bureau	bureau	NOUN
ajceb-4172	282	17	of	of	ADP
ajceb-4172	282	18	statistics	statistic	NOUN
ajceb-4172	282	19	,	,	PUNCT
ajceb-4172	282	20	2011	2011	NUM
ajceb-4172	282	21	.	.	PUNCT
ajceb-4172	283	1	census	census	NOUN
ajceb-4172	283	2	of	of	ADP
ajceb-4172	283	3	population	population	NOUN
ajceb-4172	283	4	and	and	CCONJ
ajceb-4172	283	5	housing	housing	NOUN
ajceb-4172	283	6	no	no	NOUN
ajceb-4172	283	7	.	.	PROPN
ajceb-4172	284	1	2001.0	2001.0	NUM
ajceb-4172	284	2	.	.	PUNCT
ajceb-4172	284	3	canberra	canberra	PROPN
ajceb-4172	284	4	:	:	PUNCT
ajceb-4172	284	5	australian	australian	ADJ
ajceb-4172	284	6	bureau	bureau	NOUN
ajceb-4172	284	7	of	of	ADP
ajceb-4172	284	8	statistics	statistics	PROPN
ajceb-4172	284	9	.	.	PUNCT
ajceb-4172	285	1	babakus	babakus	PROPN
ajceb-4172	285	2	,	,	PUNCT
ajceb-4172	285	3	e.	e.	PROPN
ajceb-4172	285	4	and	and	CCONJ
ajceb-4172	285	5	boller	boller	PROPN
ajceb-4172	285	6	,	,	PUNCT
ajceb-4172	285	7	g.w	g.w	PROPN
ajceb-4172	285	8	.	.	PROPN
ajceb-4172	285	9	,	,	PUNCT
ajceb-4172	285	10	1992	1992	NUM
ajceb-4172	285	11	.	.	PUNCT
ajceb-4172	286	1	an	an	DET
ajceb-4172	286	2	empirical	empirical	ADJ
ajceb-4172	286	3	assessment	assessment	NOUN
ajceb-4172	286	4	of	of	ADP
ajceb-4172	286	5	the	the	DET
ajceb-4172	286	6	servqual	servqual	ADJ
ajceb-4172	286	7	scale	scale	NOUN
ajceb-4172	286	8	.	.	PUNCT
ajceb-4172	287	1	journal	journal	PROPN
ajceb-4172	287	2	of	of	ADP
ajceb-4172	287	3	business	business	NOUN
ajceb-4172	287	4	research	research	NOUN
ajceb-4172	287	5	,	,	PUNCT
ajceb-4172	287	6	24(3	24(3	NUM
ajceb-4172	287	7	)	)	PUNCT
ajceb-4172	287	8	,	,	PUNCT
ajceb-4172	287	9	pp.253	pp.253	CCONJ
ajceb-4172	287	10	-	-	PUNCT
ajceb-4172	287	11	68	68	NUM
ajceb-4172	287	12	.	.	PUNCT
ajceb-4172	288	1	doi	doi	NOUN
ajceb-4172	288	2	:	:	PUNCT
ajceb-4172	288	3	http://dx.doi.org/10.1016/0148-2963(92)90022-4	http://dx.doi.org/10.1016/0148-2963(92)90022-4	NOUN
ajceb-4172	288	4	banks	bank	NOUN
ajceb-4172	288	5	,	,	PUNCT
ajceb-4172	288	6	g.	g.	PROPN
ajceb-4172	288	7	,	,	PUNCT
ajceb-4172	288	8	robertson	robertson	PROPN
ajceb-4172	288	9	,	,	PUNCT
ajceb-4172	288	10	d.	d.	PROPN
ajceb-4172	288	11	and	and	CCONJ
ajceb-4172	288	12	shann	shann	PROPN
ajceb-4172	288	13	,	,	PUNCT
ajceb-4172	288	14	e.	e.	PROPN
ajceb-4172	288	15	,	,	PUNCT
ajceb-4172	288	16	2004	2004	NUM
ajceb-4172	288	17	.	.	PUNCT
ajceb-4172	289	1	first	first	ADJ
ajceb-4172	289	2	home	home	NOUN
ajceb-4172	289	3	ownership	ownership	NOUN
ajceb-4172	289	4	productivity	productivity	NOUN
ajceb-4172	289	5	commission	commission	NOUN
ajceb-4172	289	6	inquiry	inquiry	NOUN
ajceb-4172	289	7	report	report	NOUN
ajceb-4172	289	8	28	28	NUM
ajceb-4172	289	9	,	,	PUNCT
ajceb-4172	289	10	canberra	canberra	PROPN
ajceb-4172	289	11	:	:	PUNCT
ajceb-4172	289	12	australian	australian	ADJ
ajceb-4172	289	13	government	government	NOUN
ajceb-4172	289	14	productivity	productivity	PROPN
ajceb-4172	289	15	commission	commission	PROPN
ajceb-4172	289	16	.	.	PUNCT
ajceb-4172	290	1	available	available	ADJ
ajceb-4172	290	2	at	at	ADP
ajceb-4172	290	3	:	:	PUNCT
ajceb-4172	290	4	<	<	X
ajceb-4172	290	5	http://www.pc.gov.au/_data/assets/pdf_file/0016/56302/housing.pdf	http://www.pc.gov.au/_data/assets/pdf_file/0016/56302/housing.pdf	X
ajceb-4172	290	6	>	>	X
ajceb-4172	290	7	.	.	PUNCT
ajceb-4172	291	1	bednall	bednall	PROPN
ajceb-4172	291	2	,	,	PUNCT
ajceb-4172	291	3	s.	s.	PROPN
ajceb-4172	291	4	and	and	CCONJ
ajceb-4172	291	5	kanuk	kanuk	PROPN
ajceb-4172	291	6	,	,	PUNCT
ajceb-4172	291	7	w.	w.	NOUN
ajceb-4172	291	8	,	,	PUNCT
ajceb-4172	291	9	1997	1997	NUM
ajceb-4172	291	10	.	.	PUNCT
ajceb-4172	292	1	consumer	consumer	NOUN
ajceb-4172	292	2	behavior	behavior	NOUN
ajceb-4172	292	3	.	.	PUNCT
ajceb-4172	293	1	sydney	sydney	PROPN
ajceb-4172	293	2	:	:	PUNCT
ajceb-4172	293	3	prentice	prentice	PROPN
ajceb-4172	293	4	hall	hall	PROPN
ajceb-4172	293	5	.	.	PUNCT
ajceb-4172	294	1	bei	bei	PROPN
ajceb-4172	294	2	,	,	PUNCT
ajceb-4172	294	3	l.t	l.t	PROPN
ajceb-4172	294	4	.	.	PROPN
ajceb-4172	294	5	and	and	CCONJ
ajceb-4172	294	6	chiao	chiao	PROPN
ajceb-4172	294	7	,	,	PUNCT
ajceb-4172	294	8	y.c	y.c	PROPN
ajceb-4172	294	9	.	.	PROPN
ajceb-4172	294	10	,	,	PUNCT
ajceb-4172	294	11	2001	2001	NUM
ajceb-4172	294	12	.	.	PUNCT
ajceb-4172	295	1	an	an	DET
ajceb-4172	295	2	integrated	integrate	VERB
ajceb-4172	295	3	model	model	NOUN
ajceb-4172	295	4	for	for	ADP
ajceb-4172	295	5	the	the	DET
ajceb-4172	295	6	effects	effect	NOUN
ajceb-4172	295	7	of	of	ADP
ajceb-4172	295	8	perceived	perceive	VERB
ajceb-4172	295	9	product	product	NOUN
ajceb-4172	295	10	,	,	PUNCT
ajceb-4172	295	11	perceived	perceive	VERB
ajceb-4172	295	12	service	service	NOUN
ajceb-4172	295	13	quality	quality	NOUN
ajceb-4172	295	14	,	,	PUNCT
ajceb-4172	295	15	and	and	CCONJ
ajceb-4172	295	16	perceived	perceive	VERB
ajceb-4172	295	17	price	price	NOUN
ajceb-4172	295	18	fairness	fairness	NOUN
ajceb-4172	295	19	on	on	ADP
ajceb-4172	295	20	consumer	consumer	NOUN
ajceb-4172	295	21	satisfaction	satisfaction	NOUN
ajceb-4172	295	22	and	and	CCONJ
ajceb-4172	295	23	loyalty	loyalty	NOUN
ajceb-4172	295	24	.	.	PUNCT
ajceb-4172	296	1	journal	journal	NOUN
ajceb-4172	296	2	of	of	ADP
ajceb-4172	296	3	consumer	consumer	NOUN
ajceb-4172	296	4	satisfaction	satisfaction	NOUN
ajceb-4172	296	5	dissatisfaction	dissatisfaction	NOUN
ajceb-4172	296	6	and	and	CCONJ
ajceb-4172	296	7	complaining	complain	VERB
ajceb-4172	296	8	behaviour	behaviour	NOUN
ajceb-4172	296	9	,	,	PUNCT
ajceb-4172	296	10	14	14	NUM
ajceb-4172	296	11	,	,	PUNCT
ajceb-4172	296	12	pp.125	pp.125	NOUN
ajceb-4172	296	13	-	-	PUNCT
ajceb-4172	296	14	40	40	NUM
ajceb-4172	296	15	.	.	PUNCT
ajceb-4172	297	1	bettman	bettman	PROPN
ajceb-4172	297	2	,	,	PUNCT
ajceb-4172	297	3	j.r	j.r	PROPN
ajceb-4172	297	4	.	.	PROPN
ajceb-4172	297	5	,	,	PUNCT
ajceb-4172	297	6	1979	1979	NUM
ajceb-4172	297	7	.	.	PUNCT
ajceb-4172	298	1	information	information	NOUN
ajceb-4172	298	2	processing	processing	NOUN
ajceb-4172	298	3	theory	theory	NOUN
ajceb-4172	298	4	of	of	ADP
ajceb-4172	298	5	consumer	consumer	NOUN
ajceb-4172	298	6	choice	choice	NOUN
ajceb-4172	298	7	.	.	PUNCT
ajceb-4172	299	1	reading	reading	NOUN
ajceb-4172	299	2	:	:	PUNCT
ajceb-4172	299	3	addison	addison	PROPN
ajceb-4172	299	4	wesley	wesley	PROPN
ajceb-4172	299	5	.	.	PUNCT
ajceb-4172	300	1	bolton	bolton	PROPN
ajceb-4172	300	2	,	,	PUNCT
ajceb-4172	300	3	r.n	r.n	PROPN
ajceb-4172	300	4	.	.	PROPN
ajceb-4172	300	5	and	and	CCONJ
ajceb-4172	300	6	drew	draw	VERB
ajceb-4172	300	7	,	,	PUNCT
ajceb-4172	300	8	j.h	j.h	PROPN
ajceb-4172	300	9	.	.	PROPN
ajceb-4172	300	10	,	,	PUNCT
ajceb-4172	300	11	1991	1991	NUM
ajceb-4172	300	12	.	.	PUNCT
ajceb-4172	301	1	a	a	DET
ajceb-4172	301	2	longitudinal	longitudinal	ADJ
ajceb-4172	301	3	analysis	analysis	NOUN
ajceb-4172	301	4	of	of	ADP
ajceb-4172	301	5	the	the	DET
ajceb-4172	301	6	impact	impact	NOUN
ajceb-4172	301	7	of	of	ADP
ajceb-4172	301	8	service	service	NOUN
ajceb-4172	301	9	changes	change	NOUN
ajceb-4172	301	10	on	on	ADP
ajceb-4172	301	11	customer	customer	NOUN
ajceb-4172	301	12	attitudes	attitude	NOUN
ajceb-4172	301	13	.	.	PUNCT
ajceb-4172	302	1	the	the	DET
ajceb-4172	302	2	journal	journal	NOUN
ajceb-4172	302	3	of	of	ADP
ajceb-4172	302	4	marketing	marketing	NOUN
ajceb-4172	302	5	,	,	PUNCT
ajceb-4172	302	6	pp.1	pp.1	NOUN
ajceb-4172	302	7	-	-	PUNCT
ajceb-4172	302	8	9	9	NUM
ajceb-4172	302	9	.	.	PUNCT
ajceb-4172	303	1	doi	doi	NOUN
ajceb-4172	303	2	:	:	PUNCT
ajceb-4172	303	3	http://dx.doi.org/10.2307/1252199	http://dx.doi.org/10.2307/1252199	PROPN
ajceb-4172	303	4	boyatzis	boyatzis	PROPN
ajceb-4172	303	5	,	,	PUNCT
ajceb-4172	303	6	r.e	r.e	PROPN
ajceb-4172	303	7	.	.	PROPN
ajceb-4172	303	8	,	,	PUNCT
ajceb-4172	303	9	1998	1998	NUM
ajceb-4172	303	10	.	.	PUNCT
ajceb-4172	304	1	transforming	transform	VERB
ajceb-4172	304	2	qualitative	qualitative	ADJ
ajceb-4172	304	3	information	information	NOUN
ajceb-4172	304	4	:	:	PUNCT
ajceb-4172	304	5	thematic	thematic	ADJ
ajceb-4172	304	6	analysis	analysis	NOUN
ajceb-4172	304	7	and	and	CCONJ
ajceb-4172	304	8	code	code	NOUN
ajceb-4172	304	9	development	development	NOUN
ajceb-4172	304	10	.	.	PUNCT
ajceb-4172	305	1	thousand	thousand	NUM
ajceb-4172	305	2	oaks	oak	NOUN
ajceb-4172	305	3	,	,	PUNCT
ajceb-4172	305	4	ca	can	AUX
ajceb-4172	305	5	:	:	PUNCT
ajceb-4172	305	6	sage	sage	NOUN
ajceb-4172	305	7	publications	publication	NOUN
ajceb-4172	305	8	.	.	PUNCT
ajceb-4172	306	1	brown	brown	PROPN
ajceb-4172	306	2	,	,	PUNCT
ajceb-4172	306	3	t.j	t.j	PROPN
ajceb-4172	306	4	.	.	PROPN
ajceb-4172	306	5	,	,	PUNCT
ajceb-4172	306	6	churchill	churchill	PROPN
ajceb-4172	306	7	jr	jr	PROPN
ajceb-4172	306	8	,	,	PUNCT
ajceb-4172	306	9	g.a	g.a	PROPN
ajceb-4172	306	10	.	.	PROPN
ajceb-4172	306	11	and	and	CCONJ
ajceb-4172	306	12	peter	peter	PROPN
ajceb-4172	306	13	,	,	PUNCT
ajceb-4172	306	14	j.p	j.p	PROPN
ajceb-4172	306	15	.	.	PROPN
ajceb-4172	306	16	,	,	PUNCT
ajceb-4172	306	17	1993	1993	NUM
ajceb-4172	306	18	.	.	PUNCT
ajceb-4172	307	1	research	research	NOUN
ajceb-4172	307	2	note	note	NOUN
ajceb-4172	307	3	:	:	PUNCT
ajceb-4172	307	4	improving	improve	VERB
ajceb-4172	307	5	the	the	DET
ajceb-4172	307	6	measurement	measurement	NOUN
ajceb-4172	307	7	of	of	ADP
ajceb-4172	307	8	service	service	NOUN
ajceb-4172	307	9	quality	quality	NOUN
ajceb-4172	307	10	.	.	PUNCT
ajceb-4172	308	1	journal	journal	NOUN
ajceb-4172	308	2	of	of	ADP
ajceb-4172	308	3	retailing	retailing	NOUN
ajceb-4172	308	4	,	,	PUNCT
ajceb-4172	308	5	69(1	69(1	NUM
ajceb-4172	308	6	)	)	PUNCT
ajceb-4172	308	7	,	,	PUNCT
ajceb-4172	309	1	p.127	p.127	PROPN
ajceb-4172	309	2	.	.	PUNCT
ajceb-4172	309	3	doi	doi	PROPN
ajceb-4172	309	4	:	:	PUNCT
ajceb-4172	309	5	http://dx.doi.org/10.1016/s0022-4359(05)80006-5	http://dx.doi.org/10.1016/s0022-4359(05)80006-5	NOUN
ajceb-4172	309	6	bubshait	bubshait	NOUN
ajceb-4172	309	7	,	,	PUNCT
ajceb-4172	309	8	a.a	a.a	PROPN
ajceb-4172	309	9	.	.	PROPN
ajceb-4172	309	10	,	,	PUNCT
ajceb-4172	309	11	farooq	farooq	PROPN
ajceb-4172	309	12	,	,	PUNCT
ajceb-4172	309	13	g.	g.	PROPN
ajceb-4172	309	14	,	,	PUNCT
ajceb-4172	309	15	osama	osama	NOUN
ajceb-4172	309	16	jannadi	jannadi	NOUN
ajceb-4172	309	17	,	,	PUNCT
ajceb-4172	309	18	m.	m.	NOUN
ajceb-4172	309	19	and	and	CCONJ
ajceb-4172	309	20	assaf	assaf	PROPN
ajceb-4172	309	21	,	,	PUNCT
ajceb-4172	309	22	s.a	s.a	PROPN
ajceb-4172	309	23	.	.	PROPN
ajceb-4172	309	24	,	,	PUNCT
ajceb-4172	309	25	1999	1999	NUM
ajceb-4172	309	26	.	.	PUNCT
ajceb-4172	310	1	quality	quality	NOUN
ajceb-4172	310	2	practices	practice	NOUN
ajceb-4172	310	3	in	in	ADP
ajceb-4172	310	4	design	design	NOUN
ajceb-4172	310	5	organizations	organization	NOUN
ajceb-4172	310	6	.	.	PUNCT
ajceb-4172	311	1	construction	construction	NOUN
ajceb-4172	311	2	management	management	NOUN
ajceb-4172	311	3	and	and	CCONJ
ajceb-4172	311	4	economics	economic	NOUN
ajceb-4172	311	5	,	,	PUNCT
ajceb-4172	311	6	17(6	17(6	NUM
ajceb-4172	311	7	)	)	PUNCT
ajceb-4172	311	8	pp.799	pp.799	PROPN
ajceb-4172	311	9	-	-	PUNCT
ajceb-4172	311	10	809	809	NUM
ajceb-4172	311	11	.	.	PUNCT
ajceb-4172	312	1	doi	doi	PROPN
ajceb-4172	312	2	:	:	PUNCT
ajceb-4172	312	3	http://dx.doi.org/10.1080/014461999371132	http://dx.doi.org/10.1080/014461999371132	PROPN
ajceb-4172	312	4	cardozo	cardozo	PROPN
ajceb-4172	312	5	,	,	PUNCT
ajceb-4172	312	6	r.	r.	PROPN
ajceb-4172	312	7	,	,	PUNCT
ajceb-4172	312	8	1965	1965	NUM
ajceb-4172	312	9	.	.	PUNCT
ajceb-4172	313	1	an	an	DET
ajceb-4172	313	2	experimental	experimental	ADJ
ajceb-4172	313	3	study	study	NOUN
ajceb-4172	313	4	of	of	ADP
ajceb-4172	313	5	consumer	consumer	NOUN
ajceb-4172	313	6	effort	effort	NOUN
ajceb-4172	313	7	,	,	PUNCT
ajceb-4172	313	8	expectation	expectation	NOUN
ajceb-4172	313	9	and	and	CCONJ
ajceb-4172	313	10	satisfaction	satisfaction	NOUN
ajceb-4172	313	11	.	.	PUNCT
ajceb-4172	314	1	journal	journal	NOUN
ajceb-4172	314	2	of	of	ADP
ajceb-4172	314	3	marketing	marketing	NOUN
ajceb-4172	314	4	research	research	NOUN
ajceb-4172	314	5	,	,	PUNCT
ajceb-4172	314	6	2(august	2(august	NUM
ajceb-4172	314	7	)	)	PUNCT
ajceb-4172	314	8	,	,	PUNCT
ajceb-4172	314	9	pp.244	pp.244	NOUN
ajceb-4172	314	10	-	-	PUNCT
ajceb-4172	314	11	9	9	NUM
ajceb-4172	314	12	.	.	PUNCT
ajceb-4172	315	1	doi	doi	PROPN
ajceb-4172	315	2	:	:	PUNCT
ajceb-4172	315	3	http://dx.doi.org/10.2307/3150182	http://dx.doi.org/10.2307/3150182	PROPN
ajceb-4172	315	4	carman	carman	PROPN
ajceb-4172	315	5	,	,	PUNCT
ajceb-4172	315	6	j.	j.	PROPN
ajceb-4172	315	7	m.	m.	PROPN
ajceb-4172	315	8	,	,	PUNCT
ajceb-4172	315	9	1990	1990	NUM
ajceb-4172	315	10	.	.	PUNCT
ajceb-4172	316	1	consumer	consumer	NOUN
ajceb-4172	316	2	perceptions	perception	NOUN
ajceb-4172	316	3	of	of	ADP
ajceb-4172	316	4	service	service	NOUN
ajceb-4172	316	5	quality	quality	NOUN
ajceb-4172	316	6	:	:	PUNCT
ajceb-4172	316	7	an	an	DET
ajceb-4172	316	8	assessment	assessment	NOUN
ajceb-4172	316	9	of	of	ADP
ajceb-4172	316	10	the	the	DET
ajceb-4172	316	11	servqual	servqual	ADJ
ajceb-4172	316	12	dimensions	dimension	NOUN
ajceb-4172	316	13	.	.	PUNCT
ajceb-4172	317	1	journal	journal	NOUN
ajceb-4172	317	2	of	of	ADP
ajceb-4172	317	3	retailing	retailing	NOUN
ajceb-4172	317	4	.	.	PUNCT
ajceb-4172	318	1	cravens	craven	NOUN
ajceb-4172	318	2	,	,	PUNCT
ajceb-4172	318	3	d.w	d.w	PROPN
ajceb-4172	318	4	.	.	PROPN
ajceb-4172	318	5	,	,	PUNCT
ajceb-4172	318	6	holland	holland	PROPN
ajceb-4172	318	7	,	,	PUNCT
ajceb-4172	318	8	c.w	c.w	PROPN
ajceb-4172	318	9	.	.	PROPN
ajceb-4172	318	10	,	,	PUNCT
ajceb-4172	318	11	lamb	lamb	PROPN
ajceb-4172	318	12	jr	jr	PROPN
ajceb-4172	318	13	,	,	PUNCT
ajceb-4172	318	14	c.w	c.w	PROPN
ajceb-4172	318	15	.	.	PROPN
ajceb-4172	318	16	and	and	CCONJ
ajceb-4172	318	17	moncrief	moncrief	PROPN
ajceb-4172	318	18	iii	iii	PROPN
ajceb-4172	318	19	,	,	PUNCT
ajceb-4172	318	20	w.c	w.c	PROPN
ajceb-4172	318	21	.	.	PROPN
ajceb-4172	318	22	,	,	PUNCT
ajceb-4172	318	23	1988	1988	NUM
ajceb-4172	318	24	.	.	PUNCT
ajceb-4172	319	1	marketing	marketing	NOUN
ajceb-4172	319	2	's	's	PART
ajceb-4172	319	3	role	role	NOUN
ajceb-4172	319	4	in	in	ADP
ajceb-4172	319	5	product	product	NOUN
ajceb-4172	319	6	and	and	CCONJ
ajceb-4172	319	7	service	service	NOUN
ajceb-4172	319	8	quality	quality	NOUN
ajceb-4172	319	9	.	.	PUNCT
ajceb-4172	320	1	industrial	industrial	ADJ
ajceb-4172	320	2	marketing	marketing	NOUN
ajceb-4172	320	3	management	management	NOUN
ajceb-4172	320	4	,	,	PUNCT
ajceb-4172	320	5	17(4	17(4	NUM
ajceb-4172	320	6	)	)	PUNCT
ajceb-4172	320	7	,	,	PUNCT
ajceb-4172	320	8	pp.285	pp.285	PROPN
ajceb-4172	320	9	-	-	PUNCT
ajceb-4172	320	10	304	304	PROPN
ajceb-4172	320	11	.	.	PUNCT
ajceb-4172	321	1	doi	doi	NOUN
ajceb-4172	321	2	:	:	PUNCT
ajceb-4172	321	3	http://dx.doi.org/10.1016/0019-8501(88)900326	http://dx.doi.org/10.1016/0019-8501(88)900326	PROPN
ajceb-4172	321	4	cronin	cronin	PROPN
ajceb-4172	321	5	jr	jr	PROPN
ajceb-4172	321	6	,	,	PUNCT
ajceb-4172	321	7	j.j	j.j	PROPN
ajceb-4172	321	8	.	.	PROPN
ajceb-4172	321	9	,	,	PUNCT
ajceb-4172	321	10	brady	brady	PROPN
ajceb-4172	321	11	,	,	PUNCT
ajceb-4172	321	12	m.k	m.k	PROPN
ajceb-4172	321	13	.	.	PROPN
ajceb-4172	321	14	and	and	CCONJ
ajceb-4172	321	15	hult	hult	PROPN
ajceb-4172	321	16	,	,	PUNCT
ajceb-4172	321	17	g.t.m	g.t.m	NOUN
ajceb-4172	321	18	.	.	PROPN
ajceb-4172	321	19	,	,	PUNCT
ajceb-4172	321	20	2000	2000	NUM
ajceb-4172	321	21	.	.	PUNCT
ajceb-4172	322	1	assessing	assess	VERB
ajceb-4172	322	2	the	the	DET
ajceb-4172	322	3	effects	effect	NOUN
ajceb-4172	322	4	of	of	ADP
ajceb-4172	322	5	quality	quality	NOUN
ajceb-4172	322	6	,	,	PUNCT
ajceb-4172	322	7	value	value	NOUN
ajceb-4172	322	8	,	,	PUNCT
ajceb-4172	322	9	and	and	CCONJ
ajceb-4172	322	10	customer	customer	NOUN
ajceb-4172	322	11	satisfaction	satisfaction	NOUN
ajceb-4172	322	12	on	on	ADP
ajceb-4172	322	13	consumer	consumer	NOUN
ajceb-4172	322	14	behavioural	behavioural	ADJ
ajceb-4172	322	15	intentions	intention	NOUN
ajceb-4172	322	16	in	in	ADP
ajceb-4172	322	17	service	service	NOUN
ajceb-4172	322	18	environments	environment	NOUN
ajceb-4172	322	19	.	.	PUNCT
ajceb-4172	323	1	journal	journal	NOUN
ajceb-4172	323	2	of	of	ADP
ajceb-4172	323	3	retailing	retailing	NOUN
ajceb-4172	323	4	,	,	PUNCT
ajceb-4172	323	5	76(2	76(2	NUM
ajceb-4172	323	6	)	)	PUNCT
ajceb-4172	323	7	,	,	PUNCT
ajceb-4172	323	8	pp.193	pp.193	NOUN
ajceb-4172	323	9	-	-	PUNCT
ajceb-4172	323	10	218	218	NUM
ajceb-4172	323	11	.	.	PUNCT
ajceb-4172	324	1	doi	doi	NOUN
ajceb-4172	324	2	:	:	PUNCT
ajceb-4172	324	3	http://dx.doi.org/10.1016/s0022-4359(00)00028-2	http://dx.doi.org/10.1016/s0022-4359(00)00028-2	PROPN
ajceb-4172	324	4	cronin	cronin	PROPN
ajceb-4172	324	5	jr	jr	PROPN
ajceb-4172	324	6	,	,	PUNCT
ajceb-4172	324	7	j.j	j.j	PROPN
ajceb-4172	324	8	.	.	PROPN
ajceb-4172	324	9	and	and	CCONJ
ajceb-4172	324	10	taylor	taylor	PROPN
ajceb-4172	324	11	,	,	PUNCT
ajceb-4172	324	12	s.a	s.a	PROPN
ajceb-4172	324	13	.	.	PROPN
ajceb-4172	324	14	,	,	PUNCT
ajceb-4172	324	15	1992	1992	NUM
ajceb-4172	324	16	.	.	PUNCT
ajceb-4172	325	1	measuring	measure	VERB
ajceb-4172	325	2	service	service	NOUN
ajceb-4172	325	3	quality	quality	NOUN
ajceb-4172	325	4	:	:	PUNCT
ajceb-4172	325	5	a	a	DET
ajceb-4172	325	6	re	re	NOUN
ajceb-4172	325	7	-	-	NOUN
ajceb-4172	325	8	examination	examination	NOUN
ajceb-4172	325	9	and	and	CCONJ
ajceb-4172	325	10	extension	extension	NOUN
ajceb-4172	325	11	.	.	PUNCT
ajceb-4172	326	1	the	the	DET
ajceb-4172	326	2	journal	journal	NOUN
ajceb-4172	326	3	of	of	ADP
ajceb-4172	326	4	marketing	marketing	NOUN
ajceb-4172	326	5	,	,	PUNCT
ajceb-4172	326	6	pp.55	pp.55	NOUN
ajceb-4172	326	7	-	-	PUNCT
ajceb-4172	326	8	68	68	NUM
ajceb-4172	326	9	.	.	PUNCT
ajceb-4172	327	1	doi	doi	PROPN
ajceb-4172	327	2	:	:	PUNCT
ajceb-4172	327	3	http://dx.doi.org/10.2307/1252296	http://dx.doi.org/10.2307/1252296	PROPN
ajceb-4172	327	4	cronin	cronin	PROPN
ajceb-4172	327	5	jr	jr	PROPN
ajceb-4172	327	6	,	,	PUNCT
ajceb-4172	327	7	j.j	j.j	PROPN
ajceb-4172	327	8	.	.	PROPN
ajceb-4172	327	9	and	and	CCONJ
ajceb-4172	327	10	taylor	taylor	PROPN
ajceb-4172	327	11	,	,	PUNCT
ajceb-4172	327	12	s.a	s.a	PROPN
ajceb-4172	327	13	.	.	PROPN
ajceb-4172	327	14	,	,	PUNCT
ajceb-4172	327	15	1994	1994	NUM
ajceb-4172	327	16	.	.	PUNCT
ajceb-4172	328	1	servperf	servperf	NOUN
ajceb-4172	328	2	versus	versus	ADP
ajceb-4172	328	3	servqual	servqual	ADJ
ajceb-4172	328	4	:	:	PUNCT
ajceb-4172	328	5	reconciling	reconcile	VERB
ajceb-4172	328	6	performance	performance	NOUN
ajceb-4172	328	7	-	-	PUNCT
ajceb-4172	328	8	based	base	VERB
ajceb-4172	328	9	and	and	CCONJ
ajceb-4172	328	10	perceptions	perception	NOUN
ajceb-4172	328	11	-	-	PUNCT
ajceb-4172	328	12	minus	minus	NUM
ajceb-4172	328	13	-	-	PUNCT
ajceb-4172	328	14	expectations	expectation	NOUN
ajceb-4172	328	15	measurement	measurement	NOUN
ajceb-4172	328	16	of	of	ADP
ajceb-4172	328	17	service	service	NOUN
ajceb-4172	328	18	quality	quality	NOUN
ajceb-4172	328	19	.	.	PUNCT
ajceb-4172	329	1	journal	journal	NOUN
ajceb-4172	329	2	of	of	ADP
ajceb-4172	329	3	marketing	marketing	NOUN
ajceb-4172	329	4	,	,	PUNCT
ajceb-4172	329	5	58(1	58(1	NUM
ajceb-4172	329	6	)	)	PUNCT
ajceb-4172	329	7	pp.125	pp.125	NOUN
ajceb-4172	329	8	-	-	PUNCT
ajceb-4172	329	9	31	31	NUM
ajceb-4172	329	10	.	.	PUNCT
ajceb-4172	330	1	doi	doi	PROPN
ajceb-4172	330	2	:	:	PUNCT
ajceb-4172	330	3	http://dx.doi.org/10.2307/1252256	http://dx.doi.org/10.2307/1252256	PROPN
ajceb-4172	330	4	crosby	crosby	PROPN
ajceb-4172	330	5	,	,	PUNCT
ajceb-4172	330	6	p.b	p.b	PROPN
ajceb-4172	330	7	.	.	PROPN
ajceb-4172	330	8	,	,	PUNCT
ajceb-4172	330	9	1984	1984	NUM
ajceb-4172	330	10	.	.	PUNCT
ajceb-4172	331	1	quality	quality	NOUN
ajceb-4172	331	2	without	without	ADP
ajceb-4172	331	3	tears	tear	NOUN
ajceb-4172	331	4	.	.	PUNCT
ajceb-4172	332	1	usa	usa	PROPN
ajceb-4172	332	2	:	:	PUNCT
ajceb-4172	332	3	mcgraw	mcgraw	PROPN
ajceb-4172	332	4	hill	hill	PROPN
ajceb-4172	332	5	.	.	PUNCT
ajceb-4172	333	1	day	day	PROPN
ajceb-4172	333	2	,	,	PUNCT
ajceb-4172	333	3	e.	e.	PROPN
ajceb-4172	333	4	and	and	CCONJ
ajceb-4172	333	5	barksdale	barksdale	PROPN
ajceb-4172	333	6	jr	jr	PROPN
ajceb-4172	333	7	,	,	PUNCT
ajceb-4172	333	8	h.c	h.c	PROPN
ajceb-4172	333	9	.	.	PROPN
ajceb-4172	333	10	,	,	PUNCT
ajceb-4172	333	11	1992	1992	NUM
ajceb-4172	333	12	.	.	PUNCT
ajceb-4172	334	1	how	how	SCONJ
ajceb-4172	334	2	firms	firm	NOUN
ajceb-4172	334	3	select	select	VERB
ajceb-4172	334	4	professional	professional	ADJ
ajceb-4172	334	5	services	service	NOUN
ajceb-4172	334	6	.	.	PUNCT
ajceb-4172	335	1	industrial	industrial	ADJ
ajceb-4172	335	2	marketing	marketing	NOUN
ajceb-4172	335	3	management	management	NOUN
ajceb-4172	335	4	,	,	PUNCT
ajceb-4172	335	5	21(2	21(2	NUM
ajceb-4172	335	6	)	)	PUNCT
ajceb-4172	335	7	pp.85	pp.85	NOUN
ajceb-4172	335	8	-	-	PUNCT
ajceb-4172	335	9	91	91	NUM
ajceb-4172	335	10	.	.	PUNCT
ajceb-4172	336	1	doi	doi	NOUN
ajceb-4172	336	2	:	:	PUNCT
ajceb-4172	336	3	http://dx.doi.org/10.1016/0019-8501(92)90002-b	http://dx.doi.org/10.1016/0019-8501(92)90002-b	PROPN
ajceb-4172	336	4	deming	deming	PROPN
ajceb-4172	336	5	,	,	PUNCT
ajceb-4172	336	6	w.e	w.e	PROPN
ajceb-4172	336	7	.	.	PROPN
ajceb-4172	336	8	,	,	PUNCT
ajceb-4172	336	9	1982	1982	NUM
ajceb-4172	336	10	.	.	PUNCT
ajceb-4172	337	1	out	out	ADP
ajceb-4172	337	2	of	of	ADP
ajceb-4172	337	3	the	the	DET
ajceb-4172	337	4	crisis	crisis	NOUN
ajceb-4172	337	5	.	.	PUNCT
ajceb-4172	338	1	18th	18th	ADJ
ajceb-4172	338	2	ed	ed	NOUN
ajceb-4172	338	3	.	.	PUNCT
ajceb-4172	339	1	cambridge	cambridge	PROPN
ajceb-4172	339	2	:	:	PUNCT
ajceb-4172	339	3	cambridge	cambridge	PROPN
ajceb-4172	339	4	university	university	PROPN
ajceb-4172	339	5	press	press	NOUN
ajceb-4172	339	6	.	.	PUNCT
ajceb-4172	340	1	engel	engel	PROPN
ajceb-4172	340	2	,	,	PUNCT
ajceb-4172	340	3	j.	j.	PROPN
ajceb-4172	340	4	,	,	PUNCT
ajceb-4172	340	5	kollat	kollat	PROPN
ajceb-4172	340	6	,	,	PUNCT
ajceb-4172	340	7	d.	d.	PROPN
ajceb-4172	340	8	and	and	CCONJ
ajceb-4172	340	9	blackwell	blackwell	PROPN
ajceb-4172	340	10	,	,	PUNCT
ajceb-4172	340	11	r.	r.	PROPN
ajceb-4172	340	12	,	,	PUNCT
ajceb-4172	340	13	1968	1968	NUM
ajceb-4172	340	14	.	.	PUNCT
ajceb-4172	341	1	consumer	consumer	NOUN
ajceb-4172	341	2	behavior	behavior	NOUN
ajceb-4172	341	3	.	.	PUNCT
ajceb-4172	342	1	new	new	PROPN
ajceb-4172	342	2	york	york	PROPN
ajceb-4172	342	3	:	:	PUNCT
ajceb-4172	342	4	holt	holt	PROPN
ajceb-4172	342	5	,	,	PUNCT
ajceb-4172	342	6	rinehart	rinehart	PROPN
ajceb-4172	342	7	and	and	CCONJ
ajceb-4172	342	8	winston	winston	PROPN
ajceb-4172	342	9	.	.	PUNCT
ajceb-4172	343	1	engel	engel	PROPN
ajceb-4172	343	2	,	,	PUNCT
ajceb-4172	343	3	j.f	j.f	PROPN
ajceb-4172	343	4	.	.	PROPN
ajceb-4172	343	5	,	,	PUNCT
ajceb-4172	343	6	blackwell	blackwell	PROPN
ajceb-4172	343	7	,	,	PUNCT
ajceb-4172	343	8	r.d	r.d	PROPN
ajceb-4172	343	9	.	.	PROPN
ajceb-4172	343	10	and	and	CCONJ
ajceb-4172	343	11	miniard	miniard	PROPN
ajceb-4172	343	12	,	,	PUNCT
ajceb-4172	343	13	p.w	p.w	PROPN
ajceb-4172	343	14	.	.	PROPN
ajceb-4172	343	15	,	,	PUNCT
ajceb-4172	343	16	1993	1993	NUM
ajceb-4172	343	17	.	.	PUNCT
ajceb-4172	344	1	consumer	consumer	NOUN
ajceb-4172	344	2	behavior	behavior	NOUN
ajceb-4172	344	3	.	.	PUNCT
ajceb-4172	345	1	7th	7th	ADJ
ajceb-4172	345	2	ed	ed	NOUN
ajceb-4172	345	3	.	.	PUNCT
ajceb-4172	346	1	fort	fort	NOUN
ajceb-4172	346	2	worth	worth	PROPN
ajceb-4172	346	3	:	:	PUNCT
ajceb-4172	346	4	dryden	dryden	PROPN
ajceb-4172	346	5	press	press	PROPN
ajceb-4172	346	6	.	.	PUNCT
ajceb-4172	347	1	feigenbaum	feigenbaum	PROPN
ajceb-4172	347	2	,	,	PUNCT
ajceb-4172	347	3	a.v	a.v	PROPN
ajceb-4172	347	4	.	.	PROPN
ajceb-4172	347	5	,	,	PUNCT
ajceb-4172	347	6	1983	1983	NUM
ajceb-4172	347	7	.	.	PUNCT
ajceb-4172	348	1	total	total	ADJ
ajceb-4172	348	2	quality	quality	NOUN
ajceb-4172	348	3	control	control	NOUN
ajceb-4172	348	4	.	.	PUNCT
ajceb-4172	349	1	3rd	3rd	ADJ
ajceb-4172	349	2	ed	ed	NOUN
ajceb-4172	349	3	.	.	PUNCT
ajceb-4172	350	1	new	new	PROPN
ajceb-4172	350	2	york	york	PROPN
ajceb-4172	350	3	:	:	PUNCT
ajceb-4172	350	4	mcgraw	mcgraw	PROPN
ajceb-4172	350	5	hill	hill	PROPN
ajceb-4172	350	6	.	.	PUNCT
ajceb-4172	351	1	flyvbjerg	flyvbjerg	PROPN
ajceb-4172	351	2	,	,	PUNCT
ajceb-4172	351	3	b.	b.	PROPN
ajceb-4172	351	4	,	,	PUNCT
ajceb-4172	351	5	2006	2006	NUM
ajceb-4172	351	6	.	.	PUNCT
ajceb-4172	352	1	five	five	NUM
ajceb-4172	352	2	misunderstandings	misunderstanding	NOUN
ajceb-4172	352	3	about	about	ADP
ajceb-4172	352	4	case	case	NOUN
ajceb-4172	352	5	-	-	PUNCT
ajceb-4172	352	6	study	study	NOUN
ajceb-4172	352	7	research	research	NOUN
ajceb-4172	352	8	.	.	PUNCT
ajceb-4172	353	1	qualitative	qualitative	ADJ
ajceb-4172	353	2	inquiry	inquiry	NOUN
ajceb-4172	353	3	,	,	PUNCT
ajceb-4172	353	4	12(2	12(2	NUM
ajceb-4172	353	5	)	)	PUNCT
ajceb-4172	353	6	pp.219	pp.219	PROPN
ajceb-4172	353	7	-	-	PUNCT
ajceb-4172	353	8	45	45	NUM
ajceb-4172	353	9	.	.	PUNCT
ajceb-4172	354	1	doi	doi	PROPN
ajceb-4172	354	2	:	:	PUNCT
ajceb-4172	354	3	http://dx.doi.org/10.1177/1077800405284363	http://dx.doi.org/10.1177/1077800405284363	PROPN
ajceb-4172	354	4	forsythe	forsythe	PROPN
ajceb-4172	354	5	,	,	PUNCT
ajceb-4172	354	6	p.	p.	PROPN
ajceb-4172	354	7	,	,	PUNCT
ajceb-4172	354	8	2007a	2007a	NUM
ajceb-4172	354	9	.	.	PUNCT
ajceb-4172	355	1	a	a	DET
ajceb-4172	355	2	conceptual	conceptual	ADJ
ajceb-4172	355	3	framework	framework	NOUN
ajceb-4172	355	4	for	for	ADP
ajceb-4172	355	5	studying	study	VERB
ajceb-4172	355	6	customer	customer	NOUN
ajceb-4172	355	7	satisfaction	satisfaction	NOUN
ajceb-4172	355	8	in	in	ADP
ajceb-4172	355	9	residential	residential	ADJ
ajceb-4172	355	10	construction	construction	NOUN
ajceb-4172	355	11	.	.	PUNCT
ajceb-4172	356	1	construction	construction	NOUN
ajceb-4172	356	2	management	management	NOUN
ajceb-4172	356	3	and	and	CCONJ
ajceb-4172	356	4	economics	economic	NOUN
ajceb-4172	356	5	,	,	PUNCT
ajceb-4172	356	6	25(february	25(february	NUM
ajceb-4172	356	7	)	)	PUNCT
ajceb-4172	356	8	,	,	PUNCT
ajceb-4172	356	9	pp.171	pp.171	PROPN
ajceb-4172	356	10	-	-	PUNCT
ajceb-4172	356	11	82	82	NUM
ajceb-4172	356	12	.	.	PUNCT
ajceb-4172	357	1	doi	doi	PROPN
ajceb-4172	357	2	:	:	PUNCT
ajceb-4172	357	3	http://dx.doi.org/10.1080/01446190600771439	http://dx.doi.org/10.1080/01446190600771439	PROPN
ajceb-4172	357	4	forsythe	forsythe	PROPN
ajceb-4172	357	5	,	,	PUNCT
ajceb-4172	357	6	p.	p.	PROPN
ajceb-4172	357	7	,	,	PUNCT
ajceb-4172	357	8	2007b	2007b	NUM
ajceb-4172	357	9	.	.	PUNCT
ajceb-4172	358	1	an	an	DET
ajceb-4172	358	2	instrument	instrument	NOUN
ajceb-4172	358	3	for	for	ADP
ajceb-4172	358	4	measuring	measure	VERB
ajceb-4172	358	5	customer	customer	NOUN
ajceb-4172	358	6	perceived	perceive	VERB
ajceb-4172	358	7	service	service	NOUN
ajceb-4172	358	8	quality	quality	NOUN
ajceb-4172	358	9	in	in	ADP
ajceb-4172	358	10	housing	housing	NOUN
ajceb-4172	358	11	construction	construction	NOUN
ajceb-4172	358	12	.	.	PUNCT
ajceb-4172	359	1	paper	paper	NOUN
ajceb-4172	359	2	presented	present	VERB
ajceb-4172	359	3	to	to	ADP
ajceb-4172	359	4	the	the	DET
ajceb-4172	359	5	cib	cib	PROPN
ajceb-4172	360	1	w092	w092	PROPN
ajceb-4172	360	2	2007	2007	NUM
ajceb-4172	360	3	interdisciplinarity	interdisciplinarity	NOUN
ajceb-4172	360	4	in	in	ADP
ajceb-4172	360	5	built	build	VERB
ajceb-4172	360	6	environment	environment	NOUN
ajceb-4172	360	7	procurement	procurement	NOUN
ajceb-4172	360	8	.	.	PUNCT
ajceb-4172	361	1	hunter	hunter	NOUN
ajceb-4172	361	2	valley	valley	PROPN
ajceb-4172	361	3	.	.	PUNCT
ajceb-4172	362	1	forsythe	forsythe	PROPN
ajceb-4172	362	2	,	,	PUNCT
ajceb-4172	362	3	p.j	p.j	PROPN
ajceb-4172	362	4	.	.	PROPN
ajceb-4172	362	5	,	,	PUNCT
ajceb-4172	362	6	2012	2012	NUM
ajceb-4172	362	7	.	.	PUNCT
ajceb-4172	363	1	profiling	profile	VERB
ajceb-4172	363	2	customer	customer	NOUN
ajceb-4172	363	3	perceived	perceive	VERB
ajceb-4172	363	4	service	service	NOUN
ajceb-4172	363	5	quality	quality	NOUN
ajceb-4172	363	6	expectations	expectation	NOUN
ajceb-4172	363	7	in	in	ADP
ajceb-4172	363	8	made	make	VERB
ajceb-4172	363	9	-	-	PUNCT
ajceb-4172	363	10	to	to	ADP
ajceb-4172	363	11	-	-	PUNCT
ajceb-4172	363	12	order	order	NOUN
ajceb-4172	363	13	housing	housing	NOUN
ajceb-4172	363	14	construction	construction	NOUN
ajceb-4172	363	15	in	in	ADP
ajceb-4172	363	16	australia	australia	PROPN
ajceb-4172	363	17	.	.	PUNCT
ajceb-4172	364	1	engineering	engineering	NOUN
ajceb-4172	364	2	,	,	PUNCT
ajceb-4172	364	3	construction	construction	NOUN
ajceb-4172	364	4	and	and	CCONJ
ajceb-4172	364	5	architectural	architectural	ADJ
ajceb-4172	364	6	management	management	NOUN
ajceb-4172	364	7	,	,	PUNCT
ajceb-4172	364	8	19(6	19(6	NUM
ajceb-4172	364	9	)	)	PUNCT
ajceb-4172	364	10	,	,	PUNCT
ajceb-4172	364	11	pp.587	pp.587	PROPN
ajceb-4172	364	12	-	-	PUNCT
ajceb-4172	364	13	609	609	NUM
ajceb-4172	364	14	.	.	PUNCT
ajceb-4172	365	1	doi	doi	NOUN
ajceb-4172	365	2	:	:	PUNCT
ajceb-4172	365	3	http://dx.doi.org/10.1108/09699981211277522	http://dx.doi.org/10.1108/09699981211277522	NOUN
ajceb-4172	365	4	foxall	foxall	NOUN
ajceb-4172	365	5	,	,	PUNCT
ajceb-4172	365	6	g.r	g.r	PROPN
ajceb-4172	365	7	.	.	PROPN
ajceb-4172	365	8	,	,	PUNCT
ajceb-4172	365	9	1990	1990	NUM
ajceb-4172	365	10	.	.	PUNCT
ajceb-4172	366	1	consumer	consumer	NOUN
ajceb-4172	366	2	psychology	psychology	NOUN
ajceb-4172	366	3	in	in	ADP
ajceb-4172	366	4	behavioural	behavioural	ADJ
ajceb-4172	366	5	perspective	perspective	NOUN
ajceb-4172	366	6	.	.	PUNCT
ajceb-4172	367	1	london	london	PROPN
ajceb-4172	367	2	:	:	PUNCT
ajceb-4172	367	3	routledge	routledge	PROPN
ajceb-4172	367	4	.	.	PUNCT
ajceb-4172	368	1	garvin	garvin	PROPN
ajceb-4172	368	2	,	,	PUNCT
ajceb-4172	368	3	d.	d.	PROPN
ajceb-4172	368	4	,	,	PUNCT
ajceb-4172	368	5	1987	1987	NUM
ajceb-4172	368	6	.	.	PUNCT
ajceb-4172	369	1	competing	compete	VERB
ajceb-4172	369	2	on	on	ADP
ajceb-4172	369	3	the	the	DET
ajceb-4172	369	4	eight	eight	NUM
ajceb-4172	369	5	dimensions	dimension	NOUN
ajceb-4172	369	6	of	of	ADP
ajceb-4172	369	7	quality	quality	NOUN
ajceb-4172	369	8	.	.	PUNCT
ajceb-4172	370	1	harvard	harvard	PROPN
ajceb-4172	370	2	business	business	PROPN
ajceb-4172	370	3	review	review	PROPN
ajceb-4172	370	4	,	,	PUNCT
ajceb-4172	370	5	65(6	65(6	NUM
ajceb-4172	370	6	)	)	PUNCT
ajceb-4172	370	7	,	,	PUNCT
ajceb-4172	370	8	pp.101	pp.101	NOUN
ajceb-4172	370	9	-	-	PUNCT
ajceb-4172	370	10	9	9	NUM
ajceb-4172	370	11	.	.	PUNCT
ajceb-4172	371	1	garvin	garvin	PROPN
ajceb-4172	371	2	,	,	PUNCT
ajceb-4172	371	3	d.a	d.a	PROPN
ajceb-4172	371	4	.	.	PROPN
ajceb-4172	371	5	,	,	PUNCT
ajceb-4172	371	6	1983	1983	NUM
ajceb-4172	371	7	.	.	PUNCT
ajceb-4172	372	1	quality	quality	NOUN
ajceb-4172	372	2	on	on	ADP
ajceb-4172	372	3	the	the	DET
ajceb-4172	372	4	line	line	NOUN
ajceb-4172	372	5	.	.	PUNCT
ajceb-4172	373	1	harvard	harvard	PROPN
ajceb-4172	373	2	business	business	PROPN
ajceb-4172	373	3	review	review	PROPN
ajceb-4172	373	4	,	,	PUNCT
ajceb-4172	373	5	61(5	61(5	NUM
ajceb-4172	373	6	)	)	PUNCT
ajceb-4172	373	7	pp.64	pp.64	PROPN
ajceb-4172	373	8	-	-	PUNCT
ajceb-4172	373	9	75	75	NUM
ajceb-4172	373	10	.	.	PUNCT
ajceb-4172	374	1	holm	holm	PROPN
ajceb-4172	374	2	,	,	PUNCT
ajceb-4172	374	3	m.g	m.g	PROPN
ajceb-4172	374	4	.	.	PROPN
ajceb-4172	374	5	,	,	PUNCT
ajceb-4172	374	6	2000a	2000a	NOUN
ajceb-4172	374	7	.	.	PUNCT
ajceb-4172	375	1	service	service	NOUN
ajceb-4172	375	2	management	management	NOUN
ajceb-4172	375	3	in	in	ADP
ajceb-4172	375	4	housing	housing	NOUN
ajceb-4172	375	5	refurbishment	refurbishment	NOUN
ajceb-4172	375	6	:	:	PUNCT
ajceb-4172	375	7	a	a	DET
ajceb-4172	375	8	theoretical	theoretical	ADJ
ajceb-4172	375	9	approach	approach	NOUN
ajceb-4172	375	10	.	.	PUNCT
ajceb-4172	376	1	construction	construction	NOUN
ajceb-4172	376	2	management	management	NOUN
ajceb-4172	376	3	and	and	CCONJ
ajceb-4172	376	4	economics	economic	NOUN
ajceb-4172	376	5	,	,	PUNCT
ajceb-4172	376	6	18(5	18(5	NUM
ajceb-4172	376	7	)	)	PUNCT
ajceb-4172	376	8	,	,	PUNCT
ajceb-4172	376	9	pp.525	pp.525	PROPN
ajceb-4172	376	10	-	-	PUNCT
ajceb-4172	376	11	33	33	NUM
ajceb-4172	376	12	.	.	PUNCT
ajceb-4172	377	1	doi	doi	NOUN
ajceb-4172	377	2	:	:	PUNCT
ajceb-4172	377	3	http://dx.doi.org/10.1080/014461900407338	http://dx.doi.org/10.1080/014461900407338	PROPN
ajceb-4172	377	4	holm	holm	PROPN
ajceb-4172	377	5	,	,	PUNCT
ajceb-4172	377	6	m.g	m.g	PROPN
ajceb-4172	377	7	.	.	PROPN
ajceb-4172	377	8	,	,	PUNCT
ajceb-4172	377	9	2000b	2000b	NUM
ajceb-4172	377	10	.	.	PUNCT
ajceb-4172	378	1	service	service	NOUN
ajceb-4172	378	2	quality	quality	NOUN
ajceb-4172	378	3	and	and	CCONJ
ajceb-4172	378	4	product	product	NOUN
ajceb-4172	378	5	quality	quality	NOUN
ajceb-4172	378	6	in	in	ADP
ajceb-4172	378	7	housing	housing	NOUN
ajceb-4172	378	8	refurbishment	refurbishment	NOUN
ajceb-4172	378	9	.	.	PUNCT
ajceb-4172	379	1	international	international	ADJ
ajceb-4172	379	2	journal	journal	PROPN
ajceb-4172	379	3	of	of	ADP
ajceb-4172	379	4	quality	quality	NOUN
ajceb-4172	379	5	management	management	NOUN
ajceb-4172	379	6	,	,	PUNCT
ajceb-4172	379	7	17(4	17(4	PROPN
ajceb-4172	379	8	-	-	SYM
ajceb-4172	379	9	5	5	NUM
ajceb-4172	379	10	)	)	PUNCT
ajceb-4172	379	11	,	,	PUNCT
ajceb-4172	379	12	pp.527	pp.527	PROPN
ajceb-4172	379	13	-	-	PUNCT
ajceb-4172	379	14	40	40	NUM
ajceb-4172	379	15	.	.	PUNCT
ajceb-4172	380	1	holsti	holsti	PROPN
ajceb-4172	380	2	,	,	PUNCT
ajceb-4172	380	3	o.	o.	NOUN
ajceb-4172	380	4	,	,	PUNCT
ajceb-4172	380	5	1969	1969	NUM
ajceb-4172	380	6	.	.	PUNCT
ajceb-4172	381	1	content	content	NOUN
ajceb-4172	381	2	analysis	analysis	NOUN
ajceb-4172	381	3	for	for	ADP
ajceb-4172	381	4	the	the	DET
ajceb-4172	381	5	social	social	ADJ
ajceb-4172	381	6	sciences	science	NOUN
ajceb-4172	381	7	and	and	CCONJ
ajceb-4172	381	8	humanities	humanity	NOUN
ajceb-4172	381	9	.	.	PUNCT
ajceb-4172	382	1	reading	read	VERB
ajceb-4172	382	2	:	:	PUNCT
ajceb-4172	382	3	addison	addison	PROPN
ajceb-4172	382	4	wesley	wesley	PROPN
ajceb-4172	382	5	.	.	PUNCT
ajceb-4172	383	1	http://dx.doi.org/10.1016/0148-2963%2892%2990022-4	http://dx.doi.org/10.1016/0148-2963%2892%2990022-4	PROPN
ajceb-4172	383	2	http://dx.doi.org/10.2307/1252199	http://dx.doi.org/10.2307/1252199	NOUN
ajceb-4172	383	3	http://dx.doi.org/10.1016/s0022-4359%2805%2980006-5	http://dx.doi.org/10.1016/s0022-4359%2805%2980006-5	ADP
ajceb-4172	383	4	http://dx.doi.org/10.1080/014461999371132	http://dx.doi.org/10.1080/014461999371132	PROPN
ajceb-4172	383	5	http://dx.doi.org/10.2307/3150182	http://dx.doi.org/10.2307/3150182	NOUN
ajceb-4172	383	6	http://dx.doi.org/10.1016/0019-8501%2888%2990032-6	http://dx.doi.org/10.1016/0019-8501%2888%2990032-6	PROPN
ajceb-4172	383	7	http://dx.doi.org/10.1016/0019-8501%2888%2990032-6	http://dx.doi.org/10.1016/0019-8501%2888%2990032-6	PROPN
ajceb-4172	383	8	http://dx.doi.org/10.1016/s0022-4359%2800%2900028-2	http://dx.doi.org/10.1016/s0022-4359%2800%2900028-2	VERB
ajceb-4172	383	9	http://dx.doi.org/10.2307/1252296	http://dx.doi.org/10.2307/1252296	PROPN
ajceb-4172	383	10	http://dx.doi.org/10.2307/1252256	http://dx.doi.org/10.2307/1252256	PROPN
ajceb-4172	383	11	http://dx.doi.org/10.1016/0019-8501%2892%2990002-b	http://dx.doi.org/10.1016/0019-8501%2892%2990002-b	PROPN
ajceb-4172	383	12	http://dx.doi.org/10.1177/1077800405284363	http://dx.doi.org/10.1177/1077800405284363	VERB
ajceb-4172	383	13	http://dx.doi.org/10.1080/01446190600771439	http://dx.doi.org/10.1080/01446190600771439	ADJ
ajceb-4172	383	14	http://dx.doi.org/10.1108/09699981211277522	http://dx.doi.org/10.1108/09699981211277522	NOUN
ajceb-4172	383	15	http://dx.doi.org/10.1080/014461900407338	http://dx.doi.org/10.1080/014461900407338	NOUN
ajceb-4172	383	16	construction	construction	NOUN
ajceb-4172	383	17	economics	economic	NOUN
ajceb-4172	383	18	and	and	CCONJ
ajceb-4172	383	19	building	building	NOUN
ajceb-4172	383	20	,	,	PUNCT
ajceb-4172	383	21	15(1	15(1	NUM
ajceb-4172	383	22	)	)	PUNCT
ajceb-4172	383	23	,	,	PUNCT
ajceb-4172	383	24	19	19	NUM
ajceb-4172	383	25	-	-	SYM
ajceb-4172	383	26	42	42	NUM
ajceb-4172	383	27	forsythe	forsythe	PROPN
ajceb-4172	383	28	38	38	NUM
ajceb-4172	383	29	howard	howard	PROPN
ajceb-4172	383	30	,	,	PUNCT
ajceb-4172	383	31	j.a	j.a	PROPN
ajceb-4172	383	32	.	.	PROPN
ajceb-4172	383	33	and	and	CCONJ
ajceb-4172	383	34	sheth	sheth	PROPN
ajceb-4172	383	35	,	,	PUNCT
ajceb-4172	383	36	j.n	j.n	PROPN
ajceb-4172	383	37	.	.	PROPN
ajceb-4172	383	38	,	,	PUNCT
ajceb-4172	383	39	1969	1969	NUM
ajceb-4172	383	40	.	.	PUNCT
ajceb-4172	384	1	the	the	DET
ajceb-4172	384	2	theory	theory	NOUN
ajceb-4172	384	3	of	of	ADP
ajceb-4172	384	4	buyer	buyer	NOUN
ajceb-4172	384	5	behaviour	behaviour	NOUN
ajceb-4172	384	6	.	.	PUNCT
ajceb-4172	385	1	new	new	PROPN
ajceb-4172	385	2	york	york	PROPN
ajceb-4172	385	3	:	:	PUNCT
ajceb-4172	385	4	wiley	wiley	PROPN
ajceb-4172	385	5	.	.	PUNCT
ajceb-4172	386	1	hoxley	hoxley	PROPN
ajceb-4172	386	2	,	,	PUNCT
ajceb-4172	386	3	m.	m.	NOUN
ajceb-4172	386	4	,	,	PUNCT
ajceb-4172	386	5	1994	1994	NUM
ajceb-4172	386	6	.	.	PUNCT
ajceb-4172	387	1	assessment	assessment	NOUN
ajceb-4172	387	2	of	of	ADP
ajceb-4172	387	3	building	build	VERB
ajceb-4172	387	4	surveying	surveying	NOUN
ajceb-4172	387	5	service	service	NOUN
ajceb-4172	387	6	quality	quality	NOUN
ajceb-4172	387	7	:	:	PUNCT
ajceb-4172	387	8	process	process	NOUN
ajceb-4172	387	9	or	or	CCONJ
ajceb-4172	387	10	outcome	outcome	VERB
ajceb-4172	387	11	?	?	PUNCT
ajceb-4172	388	1	rics	rics	PROPN
ajceb-4172	388	2	research	research	PROPN
ajceb-4172	388	3	series	series	PROPN
ajceb-4172	388	4	paper	paper	PROPN
ajceb-4172	388	5	,	,	PUNCT
ajceb-4172	388	6	1(8	1(8	NUM
ajceb-4172	388	7	)	)	PUNCT
ajceb-4172	388	8	.	.	PUNCT
ajceb-4172	389	1	hoxley	hoxley	NOUN
ajceb-4172	389	2	,	,	PUNCT
ajceb-4172	389	3	m.	m.	NOUN
ajceb-4172	389	4	,	,	PUNCT
ajceb-4172	389	5	2000	2000	NUM
ajceb-4172	389	6	.	.	PUNCT
ajceb-4172	390	1	measuring	measure	VERB
ajceb-4172	390	2	uk	uk	PROPN
ajceb-4172	390	3	construction	construction	NOUN
ajceb-4172	390	4	professional	professional	ADJ
ajceb-4172	390	5	service	service	NOUN
ajceb-4172	390	6	quality	quality	NOUN
ajceb-4172	390	7	:	:	PUNCT
ajceb-4172	390	8	the	the	DET
ajceb-4172	390	9	what	what	PRON
ajceb-4172	390	10	,	,	PUNCT
ajceb-4172	390	11	how	how	SCONJ
ajceb-4172	390	12	,	,	PUNCT
ajceb-4172	390	13	when	when	SCONJ
ajceb-4172	390	14	and	and	CCONJ
ajceb-4172	390	15	who	who	PRON
ajceb-4172	390	16	.	.	PUNCT
ajceb-4172	391	1	international	international	ADJ
ajceb-4172	391	2	journal	journal	NOUN
ajceb-4172	391	3	of	of	ADP
ajceb-4172	391	4	quality	quality	NOUN
ajceb-4172	391	5	and	and	CCONJ
ajceb-4172	391	6	reliability	reliability	NOUN
ajceb-4172	391	7	management	management	NOUN
ajceb-4172	391	8	,	,	PUNCT
ajceb-4172	391	9	17(4/5	17(4/5	NOUN
ajceb-4172	391	10	)	)	PUNCT
ajceb-4172	391	11	,	,	PUNCT
ajceb-4172	391	12	pp.511	pp.511	NOUN
ajceb-4172	391	13	-	-	PUNCT
ajceb-4172	391	14	26	26	NUM
ajceb-4172	391	15	.	.	PUNCT
ajceb-4172	392	1	doi	doi	PROPN
ajceb-4172	392	2	:	:	PUNCT
ajceb-4172	392	3	http://dx.doi.org/10.1108/02656710010298553	http://dx.doi.org/10.1108/02656710010298553	PROPN
ajceb-4172	392	4	international	international	PROPN
ajceb-4172	392	5	standards	standard	NOUN
ajceb-4172	392	6	organisation	organisation	NOUN
ajceb-4172	392	7	,	,	PUNCT
ajceb-4172	392	8	2008	2008	NUM
ajceb-4172	392	9	.	.	PUNCT
ajceb-4172	393	1	iso	iso	NOUN
ajceb-4172	393	2	9001:2008	9001:2008	NUM
ajceb-4172	393	3	quality	quality	NOUN
ajceb-4172	393	4	management	management	NOUN
ajceb-4172	393	5	systems	system	NOUN
ajceb-4172	393	6	–	–	PUNCT
ajceb-4172	393	7	requirements	requirement	NOUN
ajceb-4172	393	8	.	.	PUNCT
ajceb-4172	394	1	switzerland	switzerland	NOUN
ajceb-4172	394	2	:	:	PUNCT
ajceb-4172	394	3	iso	iso	PROPN
ajceb-4172	394	4	.	.	PUNCT
ajceb-4172	395	1	jäger	jäger	PROPN
ajceb-4172	395	2	,	,	PUNCT
ajceb-4172	395	3	c.	c.	PROPN
ajceb-4172	395	4	,	,	PUNCT
ajceb-4172	395	5	2008	2008	NUM
ajceb-4172	395	6	.	.	PUNCT
ajceb-4172	396	1	the	the	DET
ajceb-4172	396	2	principal	principal	ADJ
ajceb-4172	396	3	-	-	PUNCT
ajceb-4172	396	4	agent	agent	NOUN
ajceb-4172	396	5	-	-	PUNCT
ajceb-4172	396	6	theory	theory	NOUN
ajceb-4172	396	7	within	within	ADP
ajceb-4172	396	8	the	the	DET
ajceb-4172	396	9	context	context	NOUN
ajceb-4172	396	10	of	of	ADP
ajceb-4172	396	11	economic	economic	ADJ
ajceb-4172	396	12	sciences	science	NOUN
ajceb-4172	396	13	.	.	PUNCT
ajceb-4172	397	1	books	book	NOUN
ajceb-4172	397	2	on	on	ADP
ajceb-4172	397	3	demand	demand	NOUN
ajceb-4172	397	4	.	.	PUNCT
ajceb-4172	398	1	jain	jain	PROPN
ajceb-4172	398	2	,	,	PUNCT
ajceb-4172	398	3	s.k	s.k	PROPN
ajceb-4172	398	4	.	.	PROPN
ajceb-4172	398	5	and	and	CCONJ
ajceb-4172	398	6	gupta	gupta	PROPN
ajceb-4172	398	7	,	,	PUNCT
ajceb-4172	398	8	g.	g.	PROPN
ajceb-4172	398	9	,	,	PUNCT
ajceb-4172	398	10	2004	2004	NUM
ajceb-4172	398	11	.	.	PUNCT
ajceb-4172	399	1	measuring	measure	VERB
ajceb-4172	399	2	service	service	NOUN
ajceb-4172	399	3	quality	quality	NOUN
ajceb-4172	399	4	:	:	PUNCT
ajceb-4172	399	5	servqual	servqual	ADJ
ajceb-4172	399	6	vs.	vs.	ADP
ajceb-4172	399	7	servperf	servperf	NOUN
ajceb-4172	399	8	scales	scale	NOUN
ajceb-4172	399	9	.	.	PUNCT
ajceb-4172	400	1	vikalpa	vikalpa	NOUN
ajceb-4172	400	2	,	,	PUNCT
ajceb-4172	400	3	29(2	29(2	NUM
ajceb-4172	400	4	)	)	PUNCT
ajceb-4172	400	5	,	,	PUNCT
ajceb-4172	400	6	pp.25	pp.25	PROPN
ajceb-4172	400	7	-	-	PUNCT
ajceb-4172	400	8	37	37	NUM
ajceb-4172	400	9	.	.	PUNCT
ajceb-4172	401	1	jensen	jensen	PROPN
ajceb-4172	401	2	,	,	PUNCT
ajceb-4172	401	3	m.c	m.c	PROPN
ajceb-4172	401	4	.	.	PROPN
ajceb-4172	401	5	and	and	CCONJ
ajceb-4172	401	6	meckling	meckling	PROPN
ajceb-4172	401	7	,	,	PUNCT
ajceb-4172	401	8	w.h	w.h	PROPN
ajceb-4172	401	9	.	.	PROPN
ajceb-4172	401	10	,	,	PUNCT
ajceb-4172	401	11	1979	1979	NUM
ajceb-4172	401	12	.	.	PUNCT
ajceb-4172	401	13	theory	theory	NOUN
ajceb-4172	401	14	of	of	ADP
ajceb-4172	401	15	the	the	DET
ajceb-4172	401	16	firm	firm	NOUN
ajceb-4172	401	17	:	:	PUNCT
ajceb-4172	401	18	managerial	managerial	ADJ
ajceb-4172	401	19	behaviour	behaviour	NOUN
ajceb-4172	401	20	,	,	PUNCT
ajceb-4172	401	21	agency	agency	NOUN
ajceb-4172	401	22	costs	cost	NOUN
ajceb-4172	401	23	,	,	PUNCT
ajceb-4172	401	24	and	and	CCONJ
ajceb-4172	401	25	ownership	ownership	NOUN
ajceb-4172	401	26	structure	structure	NOUN
ajceb-4172	401	27	.	.	PUNCT
ajceb-4172	402	1	in	in	ADP
ajceb-4172	402	2	:	:	PUNCT
ajceb-4172	402	3	k.	k.	PROPN
ajceb-4172	402	4	brunner	brunner	PROPN
ajceb-4172	402	5	,	,	PUNCT
ajceb-4172	402	6	ed	ed	PROPN
ajceb-4172	402	7	.	.	PUNCT
ajceb-4172	402	8	netherlands	netherlands	PROPN
ajceb-4172	402	9	:	:	PUNCT
ajceb-4172	402	10	springer	springer	NOUN
ajceb-4172	402	11	.	.	PUNCT
ajceb-4172	403	1	pp.163	pp.163	PROPN
ajceb-4172	403	2	-	-	X
ajceb-4172	403	3	231	231	NUM
ajceb-4172	403	4	.	.	PUNCT
ajceb-4172	404	1	joint	joint	ADJ
ajceb-4172	404	2	select	select	ADJ
ajceb-4172	404	3	committee	committee	NOUN
ajceb-4172	404	4	on	on	ADP
ajceb-4172	404	5	the	the	DET
ajceb-4172	404	6	quality	quality	NOUN
ajceb-4172	404	7	of	of	ADP
ajceb-4172	404	8	buildings	building	NOUN
ajceb-4172	404	9	,	,	PUNCT
ajceb-4172	404	10	2002	2002	NUM
ajceb-4172	404	11	.	.	PUNCT
ajceb-4172	405	1	report	report	NOUN
ajceb-4172	405	2	on	on	ADP
ajceb-4172	405	3	the	the	DET
ajceb-4172	405	4	quality	quality	NOUN
ajceb-4172	405	5	of	of	ADP
ajceb-4172	405	6	buildings	building	NOUN
ajceb-4172	405	7	parliamentary	parliamentary	ADJ
ajceb-4172	405	8	paper	paper	NOUN
ajceb-4172	405	9	no	no	INTJ
ajceb-4172	405	10	.	.	PROPN
ajceb-4172	406	1	156	156	NUM
ajceb-4172	406	2	.	.	PUNCT
ajceb-4172	407	1	sydney	sydney	PROPN
ajceb-4172	407	2	:	:	PUNCT
ajceb-4172	407	3	parliament	parliament	NOUN
ajceb-4172	407	4	of	of	ADP
ajceb-4172	407	5	nsw	nsw	PROPN
ajceb-4172	407	6	.	.	PUNCT
ajceb-4172	408	1	juran	juran	PROPN
ajceb-4172	408	2	,	,	PUNCT
ajceb-4172	408	3	j.m	j.m	PROPN
ajceb-4172	408	4	.	.	PROPN
ajceb-4172	408	5	,	,	PUNCT
ajceb-4172	408	6	1988	1988	NUM
ajceb-4172	408	7	.	.	PUNCT
ajceb-4172	409	1	juran	juran	NOUN
ajceb-4172	409	2	on	on	ADP
ajceb-4172	409	3	planning	plan	VERB
ajceb-4172	409	4	for	for	ADP
ajceb-4172	409	5	quality	quality	NOUN
ajceb-4172	409	6	.	.	PUNCT
ajceb-4172	410	1	new	new	PROPN
ajceb-4172	410	2	york	york	PROPN
ajceb-4172	410	3	:	:	PUNCT
ajceb-4172	410	4	the	the	DET
ajceb-4172	410	5	free	free	ADJ
ajceb-4172	410	6	press	press	NOUN
ajceb-4172	410	7	.	.	PUNCT
ajceb-4172	411	1	kotler	kotler	PROPN
ajceb-4172	411	2	,	,	PUNCT
ajceb-4172	411	3	p.	p.	NOUN
ajceb-4172	411	4	and	and	CCONJ
ajceb-4172	411	5	armstrong	armstrong	PROPN
ajceb-4172	411	6	,	,	PUNCT
ajceb-4172	411	7	g.	g.	PROPN
ajceb-4172	411	8	,	,	PUNCT
ajceb-4172	411	9	2013	2013	NUM
ajceb-4172	411	10	.	.	PUNCT
ajceb-4172	412	1	principles	principle	NOUN
ajceb-4172	412	2	of	of	ADP
ajceb-4172	412	3	marketing	marketing	NOUN
ajceb-4172	412	4	15th	15th	ADJ
ajceb-4172	412	5	global	global	PROPN
ajceb-4172	412	6	edition	edition	PROPN
ajceb-4172	412	7	.	.	PUNCT
ajceb-4172	413	1	pearson	pearson	PROPN
ajceb-4172	413	2	.	.	PUNCT
ajceb-4172	414	1	lai	lai	PROPN
ajceb-4172	414	2	,	,	PUNCT
ajceb-4172	414	3	a.w	a.w	PROPN
ajceb-4172	414	4	.	.	PROPN
ajceb-4172	414	5	and	and	CCONJ
ajceb-4172	414	6	pang	pang	PROPN
ajceb-4172	414	7	,	,	PUNCT
ajceb-4172	414	8	p.s	p.s	PROPN
ajceb-4172	414	9	.	.	PROPN
ajceb-4172	414	10	,	,	PUNCT
ajceb-4172	414	11	2010	2010	NUM
ajceb-4172	414	12	.	.	PUNCT
ajceb-4172	415	1	measuring	measure	VERB
ajceb-4172	415	2	performance	performance	NOUN
ajceb-4172	415	3	for	for	ADP
ajceb-4172	415	4	building	build	VERB
ajceb-4172	415	5	maintenance	maintenance	NOUN
ajceb-4172	415	6	providers	provider	NOUN
ajceb-4172	415	7	.	.	PUNCT
ajceb-4172	416	1	journal	journal	NOUN
ajceb-4172	416	2	of	of	ADP
ajceb-4172	416	3	construction	construction	NOUN
ajceb-4172	416	4	engineering	engineering	NOUN
ajceb-4172	416	5	and	and	CCONJ
ajceb-4172	416	6	management	management	NOUN
ajceb-4172	416	7	,	,	PUNCT
ajceb-4172	416	8	136(8	136(8	NUM
ajceb-4172	416	9	)	)	PUNCT
ajceb-4172	416	10	,	,	PUNCT
ajceb-4172	416	11	pp.864	pp.864	PROPN
ajceb-4172	416	12	-	-	SYM
ajceb-4172	416	13	76	76	NUM
ajceb-4172	416	14	.	.	PUNCT
ajceb-4172	417	1	doi	doi	NOUN
ajceb-4172	417	2	:	:	PUNCT
ajceb-4172	417	3	http://dx.doi.org/10.1061/(asce)co.1943-7862.0000191	http://dx.doi.org/10.1061/(asce)co.1943-7862.0000191	X
ajceb-4172	417	4	ling	ling	PROPN
ajceb-4172	417	5	,	,	PUNCT
ajceb-4172	417	6	f.y.y	f.y.y	PROPN
ajceb-4172	417	7	.	.	PROPN
ajceb-4172	417	8	and	and	CCONJ
ajceb-4172	417	9	chong	chong	PROPN
ajceb-4172	417	10	,	,	PUNCT
ajceb-4172	417	11	c.l.k	c.l.k	PROPN
ajceb-4172	417	12	.	.	PROPN
ajceb-4172	417	13	,	,	PUNCT
ajceb-4172	417	14	2005	2005	NUM
ajceb-4172	417	15	.	.	PUNCT
ajceb-4172	418	1	design	design	NOUN
ajceb-4172	418	2	-	-	PUNCT
ajceb-4172	418	3	and	and	CCONJ
ajceb-4172	418	4	-	-	PUNCT
ajceb-4172	418	5	build	build	NOUN
ajceb-4172	418	6	contractors	contractor	NOUN
ajceb-4172	418	7	'	'	PART
ajceb-4172	418	8	service	service	NOUN
ajceb-4172	418	9	quality	quality	NOUN
ajceb-4172	418	10	in	in	ADP
ajceb-4172	418	11	public	public	ADJ
ajceb-4172	418	12	projects	project	NOUN
ajceb-4172	418	13	in	in	ADP
ajceb-4172	418	14	singapore	singapore	PROPN
ajceb-4172	418	15	.	.	PUNCT
ajceb-4172	419	1	building	building	NOUN
ajceb-4172	419	2	and	and	CCONJ
ajceb-4172	419	3	environment	environment	NOUN
ajceb-4172	419	4	,	,	PUNCT
ajceb-4172	419	5	40(6	40(6	NOUN
ajceb-4172	419	6	)	)	PUNCT
ajceb-4172	419	7	,	,	PUNCT
ajceb-4172	419	8	pp.815	pp.815	NOUN
ajceb-4172	419	9	-	-	PUNCT
ajceb-4172	419	10	23	23	NUM
ajceb-4172	419	11	.	.	PUNCT
ajceb-4172	420	1	doi	doi	NOUN
ajceb-4172	420	2	:	:	PUNCT
ajceb-4172	420	3	http://dx.doi.org/10.1016/j.buildenv.2004.07.017	http://dx.doi.org/10.1016/j.buildenv.2004.07.017	PROPN
ajceb-4172	420	4	love	love	NOUN
ajceb-4172	420	5	,	,	PUNCT
ajceb-4172	420	6	p.e.d	p.e.d	PROPN
ajceb-4172	420	7	.	.	PROPN
ajceb-4172	420	8	,	,	PUNCT
ajceb-4172	420	9	smith	smith	PROPN
ajceb-4172	420	10	,	,	PUNCT
ajceb-4172	420	11	j.	j.	PROPN
ajceb-4172	420	12	,	,	PUNCT
ajceb-4172	420	13	treloar	treloar	PROPN
ajceb-4172	420	14	,	,	PUNCT
ajceb-4172	420	15	g.j	g.j	PROPN
ajceb-4172	420	16	.	.	PROPN
ajceb-4172	420	17	and	and	CCONJ
ajceb-4172	420	18	li	li	PROPN
ajceb-4172	420	19	,	,	PUNCT
ajceb-4172	420	20	h.	h.	PROPN
ajceb-4172	420	21	,	,	PUNCT
ajceb-4172	420	22	2000	2000	NUM
ajceb-4172	420	23	.	.	PUNCT
ajceb-4172	421	1	some	some	DET
ajceb-4172	421	2	empirical	empirical	ADJ
ajceb-4172	421	3	observations	observation	NOUN
ajceb-4172	421	4	of	of	ADP
ajceb-4172	421	5	service	service	NOUN
ajceb-4172	421	6	quality	quality	NOUN
ajceb-4172	421	7	in	in	ADP
ajceb-4172	421	8	construction	construction	NOUN
ajceb-4172	421	9	.	.	PUNCT
ajceb-4172	422	1	engineering	engineering	NOUN
ajceb-4172	422	2	construction	construction	NOUN
ajceb-4172	422	3	and	and	CCONJ
ajceb-4172	422	4	architectural	architectural	ADJ
ajceb-4172	422	5	management	management	NOUN
ajceb-4172	422	6	(	(	PUNCT
ajceb-4172	422	7	blackwell	blackwell	NOUN
ajceb-4172	422	8	publishing	publishing	NOUN
ajceb-4172	422	9	limited	limit	VERB
ajceb-4172	422	10	)	)	PUNCT
ajceb-4172	422	11	,	,	PUNCT
ajceb-4172	422	12	7(2	7(2	NUM
ajceb-4172	422	13	)	)	PUNCT
ajceb-4172	422	14	,	,	PUNCT
ajceb-4172	422	15	p.191	p.191	INTJ
ajceb-4172	422	16	.	.	PUNCT
ajceb-4172	423	1	doi	doi	NOUN
ajceb-4172	423	2	:	:	PUNCT
ajceb-4172	424	1	http://dx.doi.org/10.1108/eb021144	http://dx.doi.org/10.1108/eb021144	ADV
ajceb-4172	424	2	,	,	PUNCT
ajceb-4172	424	3	http://dx.doi.org/10.1046/j.1365-232x.2000.00147.x	http://dx.doi.org/10.1046/j.1365-232x.2000.00147.x	NOUN
ajceb-4172	424	4	magnini	magnini	NOUN
ajceb-4172	424	5	,	,	PUNCT
ajceb-4172	424	6	v.p	v.p	PROPN
ajceb-4172	424	7	.	.	PROPN
ajceb-4172	424	8	,	,	PUNCT
ajceb-4172	424	9	kara	kara	PROPN
ajceb-4172	424	10	,	,	PUNCT
ajceb-4172	424	11	d.	d.	PROPN
ajceb-4172	424	12	,	,	PUNCT
ajceb-4172	424	13	crotts	crotts	PROPN
ajceb-4172	424	14	,	,	PUNCT
ajceb-4172	424	15	j.c	j.c	PROPN
ajceb-4172	424	16	.	.	PROPN
ajceb-4172	424	17	and	and	CCONJ
ajceb-4172	424	18	zehrer	zehrer	PROPN
ajceb-4172	424	19	,	,	PUNCT
ajceb-4172	424	20	a.	a.	NOUN
ajceb-4172	424	21	,	,	PUNCT
ajceb-4172	424	22	2012	2012	NUM
ajceb-4172	424	23	.	.	PUNCT
ajceb-4172	425	1	culture	culture	NOUN
ajceb-4172	425	2	and	and	CCONJ
ajceb-4172	425	3	service	service	NOUN
ajceb-4172	425	4	-	-	PUNCT
ajceb-4172	425	5	related	relate	VERB
ajceb-4172	425	6	positive	positive	ADJ
ajceb-4172	425	7	disconfirmations	disconfirmation	NOUN
ajceb-4172	425	8	.	.	PUNCT
ajceb-4172	426	1	an	an	DET
ajceb-4172	426	2	application	application	NOUN
ajceb-4172	426	3	of	of	ADP
ajceb-4172	426	4	travel	travel	NOUN
ajceb-4172	426	5	blog	blog	NOUN
ajceb-4172	426	6	analysis	analysis	NOUN
ajceb-4172	426	7	.	.	PUNCT
ajceb-4172	427	1	journal	journal	PROPN
ajceb-4172	427	2	of	of	ADP
ajceb-4172	427	3	vacation	vacation	NOUN
ajceb-4172	427	4	marketing	marketing	NOUN
ajceb-4172	427	5	,	,	PUNCT
ajceb-4172	427	6	18(3	18(3	NUM
ajceb-4172	427	7	)	)	PUNCT
ajceb-4172	427	8	,	,	PUNCT
ajceb-4172	427	9	pp.251	pp.251	PROPN
ajceb-4172	427	10	-	-	PUNCT
ajceb-4172	427	11	7	7	PROPN
ajceb-4172	427	12	.	.	PUNCT
ajceb-4172	427	13	doi	doi	PROPN
ajceb-4172	427	14	:	:	PUNCT
ajceb-4172	427	15	http://dx.doi.org/10.1177/1356766712449371	http://dx.doi.org/10.1177/1356766712449371	PROPN
ajceb-4172	427	16	nelson	nelson	PROPN
ajceb-4172	427	17	,	,	PUNCT
ajceb-4172	427	18	s.l	s.l	PROPN
ajceb-4172	427	19	.	.	PROPN
ajceb-4172	427	20	and	and	CCONJ
ajceb-4172	427	21	nelson	nelson	PROPN
ajceb-4172	427	22	,	,	PUNCT
ajceb-4172	427	23	t.r	t.r	PROPN
ajceb-4172	427	24	.	.	PROPN
ajceb-4172	427	25	,	,	PUNCT
ajceb-4172	427	26	1995	1995	NUM
ajceb-4172	427	27	.	.	PUNCT
ajceb-4172	428	1	reserv	reserv	NOUN
ajceb-4172	428	2	:	:	PUNCT
ajceb-4172	428	3	an	an	DET
ajceb-4172	428	4	instrument	instrument	NOUN
ajceb-4172	428	5	for	for	ADP
ajceb-4172	428	6	measuring	measure	VERB
ajceb-4172	428	7	real	real	ADJ
ajceb-4172	428	8	estate	estate	NOUN
ajceb-4172	428	9	brokerage	brokerage	NOUN
ajceb-4172	428	10	service	service	NOUN
ajceb-4172	428	11	quality	quality	NOUN
ajceb-4172	428	12	.	.	PUNCT
ajceb-4172	429	1	journal	journal	NOUN
ajceb-4172	429	2	of	of	ADP
ajceb-4172	429	3	real	real	ADJ
ajceb-4172	429	4	estate	estate	NOUN
ajceb-4172	429	5	research	research	NOUN
ajceb-4172	429	6	,	,	PUNCT
ajceb-4172	429	7	10(1	10(1	NUM
ajceb-4172	429	8	)	)	PUNCT
ajceb-4172	429	9	,	,	PUNCT
ajceb-4172	429	10	pp.99	pp.99	NOUN
ajceb-4172	429	11	-	-	PUNCT
ajceb-4172	429	12	113	113	NUM
ajceb-4172	429	13	.	.	PUNCT
ajceb-4172	430	1	nicosia	nicosia	PROPN
ajceb-4172	430	2	,	,	PUNCT
ajceb-4172	430	3	f.m	f.m	PROPN
ajceb-4172	430	4	.	.	PROPN
ajceb-4172	430	5	,	,	PUNCT
ajceb-4172	430	6	1966	1966	NUM
ajceb-4172	430	7	.	.	PUNCT
ajceb-4172	431	1	consumer	consumer	NOUN
ajceb-4172	431	2	decision	decision	NOUN
ajceb-4172	431	3	processes	process	NOUN
ajceb-4172	431	4	:	:	PUNCT
ajceb-4172	431	5	marketing	marketing	NOUN
ajceb-4172	431	6	and	and	CCONJ
ajceb-4172	431	7	advertising	advertising	NOUN
ajceb-4172	431	8	implications	implication	NOUN
ajceb-4172	431	9	.	.	PUNCT
ajceb-4172	432	1	englewood	englewood	PROPN
ajceb-4172	432	2	cliffs	cliffs	PROPN
ajceb-4172	432	3	,	,	PUNCT
ajceb-4172	432	4	n.j	n.j	PROPN
ajceb-4172	432	5	:	:	PUNCT
ajceb-4172	432	6	prentice	prentice	NOUN
ajceb-4172	432	7	-	-	PUNCT
ajceb-4172	432	8	hall	hall	NOUN
ajceb-4172	432	9	.	.	PUNCT
ajceb-4172	433	1	oliver	oliver	PROPN
ajceb-4172	433	2	,	,	PUNCT
ajceb-4172	433	3	r.l	r.l	PROPN
ajceb-4172	433	4	.	.	PROPN
ajceb-4172	433	5	,	,	PUNCT
ajceb-4172	433	6	1977	1977	NUM
ajceb-4172	433	7	.	.	PUNCT
ajceb-4172	434	1	effect	effect	NOUN
ajceb-4172	434	2	of	of	ADP
ajceb-4172	434	3	expectation	expectation	NOUN
ajceb-4172	434	4	and	and	CCONJ
ajceb-4172	434	5	disconfirmation	disconfirmation	NOUN
ajceb-4172	434	6	on	on	ADP
ajceb-4172	434	7	postexposure	postexposure	NOUN
ajceb-4172	434	8	product	product	NOUN
ajceb-4172	434	9	evaluations	evaluation	NOUN
ajceb-4172	434	10	:	:	PUNCT
ajceb-4172	434	11	an	an	DET
ajceb-4172	434	12	alternative	alternative	ADJ
ajceb-4172	434	13	interpretation	interpretation	NOUN
ajceb-4172	434	14	.	.	PUNCT
ajceb-4172	435	1	journal	journal	PROPN
ajceb-4172	435	2	of	of	ADP
ajceb-4172	435	3	applied	apply	VERB
ajceb-4172	435	4	psychology	psychology	NOUN
ajceb-4172	435	5	,	,	PUNCT
ajceb-4172	435	6	62(4	62(4	NUM
ajceb-4172	435	7	)	)	PUNCT
ajceb-4172	435	8	,	,	PUNCT
ajceb-4172	435	9	p.480	p.480	NOUN
ajceb-4172	435	10	.	.	PUNCT
ajceb-4172	436	1	doi	doi	NOUN
ajceb-4172	436	2	:	:	PUNCT
ajceb-4172	436	3	http://dx.doi.org/10.1037/0021-9010.62.4.480	http://dx.doi.org/10.1037/0021-9010.62.4.480	PROPN
ajceb-4172	436	4	oliver	oliver	PROPN
ajceb-4172	436	5	,	,	PUNCT
ajceb-4172	436	6	r.l	r.l	PROPN
ajceb-4172	436	7	.	.	PROPN
ajceb-4172	436	8	,	,	PUNCT
ajceb-4172	436	9	1980a	1980a	NUM
ajceb-4172	436	10	.	.	PUNCT
ajceb-4172	437	1	a	a	DET
ajceb-4172	437	2	cognitive	cognitive	ADJ
ajceb-4172	437	3	model	model	NOUN
ajceb-4172	437	4	of	of	ADP
ajceb-4172	437	5	the	the	DET
ajceb-4172	437	6	antecedents	antecedent	NOUN
ajceb-4172	437	7	and	and	CCONJ
ajceb-4172	437	8	consequences	consequence	NOUN
ajceb-4172	437	9	of	of	ADP
ajceb-4172	437	10	satisfaction	satisfaction	NOUN
ajceb-4172	437	11	decisions	decision	NOUN
ajceb-4172	437	12	.	.	PUNCT
ajceb-4172	438	1	journal	journal	NOUN
ajceb-4172	438	2	of	of	ADP
ajceb-4172	438	3	marketing	marketing	NOUN
ajceb-4172	438	4	research	research	NOUN
ajceb-4172	438	5	,	,	PUNCT
ajceb-4172	438	6	pp.460	pp.460	NOUN
ajceb-4172	438	7	-	-	PUNCT
ajceb-4172	438	8	9	9	NUM
ajceb-4172	438	9	.	.	PUNCT
ajceb-4172	438	10	doi	doi	NOUN
ajceb-4172	438	11	:	:	PUNCT
ajceb-4172	438	12	http://dx.doi.org/10.2307/3150499	http://dx.doi.org/10.2307/3150499	PROPN
ajceb-4172	438	13	oliver	oliver	PROPN
ajceb-4172	438	14	,	,	PUNCT
ajceb-4172	438	15	r.l	r.l	PROPN
ajceb-4172	438	16	.	.	PROPN
ajceb-4172	438	17	,	,	PUNCT
ajceb-4172	438	18	1980b	1980b	NUM
ajceb-4172	438	19	.	.	PUNCT
ajceb-4172	439	1	theoretical	theoretical	ADJ
ajceb-4172	439	2	cases	case	NOUN
ajceb-4172	439	3	of	of	ADP
ajceb-4172	439	4	consumer	consumer	NOUN
ajceb-4172	439	5	satisfaction	satisfaction	NOUN
ajceb-4172	439	6	research	research	NOUN
ajceb-4172	439	7	:	:	PUNCT
ajceb-4172	439	8	review	review	NOUN
ajceb-4172	439	9	,	,	PUNCT
ajceb-4172	439	10	critique	critique	NOUN
ajceb-4172	439	11	and	and	CCONJ
ajceb-4172	439	12	future	future	ADJ
ajceb-4172	439	13	research	research	NOUN
ajceb-4172	439	14	.	.	PUNCT
ajceb-4172	440	1	in	in	ADP
ajceb-4172	440	2	:	:	PUNCT
ajceb-4172	440	3	c.w	c.w	PROPN
ajceb-4172	440	4	.	.	PROPN
ajceb-4172	440	5	lamb	lamb	PROPN
ajceb-4172	440	6	jr	jr	PROPN
ajceb-4172	440	7	and	and	CCONJ
ajceb-4172	440	8	p.m.	p.m.	PROPN
ajceb-4172	440	9	dunne	dunne	PROPN
ajceb-4172	440	10	,	,	PUNCT
ajceb-4172	440	11	eds	eds	PROPN
ajceb-4172	440	12	.	.	PUNCT
ajceb-4172	440	13	theoretical	theoretical	ADJ
ajceb-4172	440	14	developments	development	NOUN
ajceb-4172	440	15	in	in	ADP
ajceb-4172	440	16	marketing	marketing	NOUN
ajceb-4172	440	17	.	.	PUNCT
ajceb-4172	441	1	chicago	chicago	PROPN
ajceb-4172	441	2	:	:	PUNCT
ajceb-4172	441	3	american	american	PROPN
ajceb-4172	441	4	marketing	marketing	PROPN
ajceb-4172	441	5	association	association	PROPN
ajceb-4172	441	6	.	.	PUNCT
ajceb-4172	442	1	oliver	oliver	PROPN
ajceb-4172	442	2	,	,	PUNCT
ajceb-4172	442	3	r.l	r.l	PROPN
ajceb-4172	442	4	.	.	PROPN
ajceb-4172	442	5	,	,	PUNCT
ajceb-4172	442	6	1981	1981	NUM
ajceb-4172	442	7	.	.	PUNCT
ajceb-4172	443	1	measurement	measurement	NOUN
ajceb-4172	443	2	and	and	CCONJ
ajceb-4172	443	3	evaluation	evaluation	NOUN
ajceb-4172	443	4	of	of	ADP
ajceb-4172	443	5	satisfaction	satisfaction	NOUN
ajceb-4172	443	6	processes	process	NOUN
ajceb-4172	443	7	in	in	ADP
ajceb-4172	443	8	retail	retail	ADJ
ajceb-4172	443	9	settings	setting	NOUN
ajceb-4172	443	10	.	.	PUNCT
ajceb-4172	444	1	journal	journal	NOUN
ajceb-4172	444	2	of	of	ADP
ajceb-4172	444	3	retailing	retailing	NOUN
ajceb-4172	444	4	.	.	PUNCT
ajceb-4172	445	1	oliver	oliver	PROPN
ajceb-4172	445	2	,	,	PUNCT
ajceb-4172	445	3	r.l	r.l	PROPN
ajceb-4172	445	4	.	.	PROPN
ajceb-4172	445	5	,	,	PUNCT
ajceb-4172	445	6	1993	1993	NUM
ajceb-4172	445	7	.	.	PUNCT
ajceb-4172	446	1	a	a	DET
ajceb-4172	446	2	conceptual	conceptual	ADJ
ajceb-4172	446	3	model	model	NOUN
ajceb-4172	446	4	of	of	ADP
ajceb-4172	446	5	service	service	NOUN
ajceb-4172	446	6	quality	quality	NOUN
ajceb-4172	446	7	and	and	CCONJ
ajceb-4172	446	8	customer	customer	NOUN
ajceb-4172	446	9	satisfaction	satisfaction	NOUN
ajceb-4172	446	10	.	.	PUNCT
ajceb-4172	447	1	in	in	ADP
ajceb-4172	447	2	:	:	PUNCT
ajceb-4172	447	3	t.	t.	PROPN
ajceb-4172	447	4	swartz	swartz	PROPN
ajceb-4172	447	5	,	,	PUNCT
ajceb-4172	447	6	d.e	d.e	PROPN
ajceb-4172	447	7	.	.	PROPN
ajceb-4172	447	8	bowen	bowen	PROPN
ajceb-4172	447	9	and	and	CCONJ
ajceb-4172	447	10	s.w	s.w	PROPN
ajceb-4172	447	11	.	.	PROPN
ajceb-4172	447	12	brown	brown	PROPN
ajceb-4172	447	13	,	,	PUNCT
ajceb-4172	447	14	eds	eds	PROPN
ajceb-4172	447	15	.	.	PUNCT
ajceb-4172	447	16	advances	advance	NOUN
ajceb-4172	447	17	in	in	ADP
ajceb-4172	447	18	services	service	NOUN
ajceb-4172	447	19	marketing	marketing	NOUN
ajceb-4172	447	20	and	and	CCONJ
ajceb-4172	447	21	management	management	NOUN
ajceb-4172	447	22	:	:	PUNCT
ajceb-4172	447	23	research	research	NOUN
ajceb-4172	447	24	and	and	CCONJ
ajceb-4172	447	25	practice	practice	NOUN
ajceb-4172	447	26	,	,	PUNCT
ajceb-4172	447	27	greenwich	greenwich	PROPN
ajceb-4172	447	28	:	:	PUNCT
ajceb-4172	447	29	jai	jai	PROPN
ajceb-4172	447	30	press	press	PROPN
ajceb-4172	447	31	2	2	NUM
ajceb-4172	447	32	.	.	PUNCT
ajceb-4172	447	33	oliver	oliver	PROPN
ajceb-4172	447	34	,	,	PUNCT
ajceb-4172	447	35	r.l	r.l	PROPN
ajceb-4172	447	36	.	.	PROPN
ajceb-4172	447	37	,	,	PUNCT
ajceb-4172	447	38	2006	2006	NUM
ajceb-4172	447	39	.	.	PUNCT
ajceb-4172	448	1	co	co	NOUN
ajceb-4172	448	2	-	-	NOUN
ajceb-4172	448	3	producers	producer	NOUN
ajceb-4172	448	4	and	and	CCONJ
ajceb-4172	448	5	co	co	NOUN
ajceb-4172	448	6	-	-	NOUN
ajceb-4172	448	7	particpants	particpant	NOUN
ajceb-4172	448	8	in	in	ADP
ajceb-4172	448	9	the	the	DET
ajceb-4172	448	10	satisfaction	satisfaction	NOUN
ajceb-4172	448	11	process	process	NOUN
ajceb-4172	448	12	.	.	PUNCT
ajceb-4172	449	1	in	in	ADP
ajceb-4172	449	2	:	:	PUNCT
ajceb-4172	449	3	r.f	r.f	PROPN
ajceb-4172	449	4	.	.	PROPN
ajceb-4172	449	5	lusch	lusch	PROPN
ajceb-4172	449	6	and	and	CCONJ
ajceb-4172	449	7	s.l	s.l	PROPN
ajceb-4172	449	8	.	.	PROPN
ajceb-4172	449	9	vargo	vargo	PROPN
ajceb-4172	449	10	,	,	PUNCT
ajceb-4172	449	11	eds	eds	PROPN
ajceb-4172	449	12	.	.	PUNCT
ajceb-4172	450	1	the	the	DET
ajceb-4172	450	2	service	service	NOUN
ajceb-4172	450	3	-	-	PUNCT
ajceb-4172	450	4	dominant	dominant	ADJ
ajceb-4172	450	5	logic	logic	NOUN
ajceb-4172	450	6	of	of	ADP
ajceb-4172	450	7	marketing	marketing	NOUN
ajceb-4172	450	8	:	:	PUNCT
ajceb-4172	450	9	dialog	dialog	NOUN
ajceb-4172	450	10	,	,	PUNCT
ajceb-4172	450	11	debate	debate	NOUN
ajceb-4172	450	12	,	,	PUNCT
ajceb-4172	450	13	and	and	CCONJ
ajceb-4172	450	14	directions	direction	NOUN
ajceb-4172	450	15	.	.	PUNCT
ajceb-4172	451	1	new	new	PROPN
ajceb-4172	451	2	york	york	PROPN
ajceb-4172	451	3	:	:	PUNCT
ajceb-4172	451	4	me	me	PROPN
ajceb-4172	451	5	sharpe	sharpe	PROPN
ajceb-4172	451	6	inc	inc	PROPN
ajceb-4172	451	7	.	.	PROPN
ajceb-4172	451	8	p.118	p.118	PROPN
ajceb-4172	451	9	.	.	PROPN
ajceb-4172	452	1	oliver	oliver	PROPN
ajceb-4172	452	2	,	,	PUNCT
ajceb-4172	452	3	r.l	r.l	PROPN
ajceb-4172	452	4	.	.	PROPN
ajceb-4172	452	5	,	,	PUNCT
ajceb-4172	452	6	2010	2010	NUM
ajceb-4172	452	7	.	.	PUNCT
ajceb-4172	453	1	satisfaction	satisfaction	NOUN
ajceb-4172	453	2	:	:	PUNCT
ajceb-4172	453	3	a	a	DET
ajceb-4172	453	4	behavioral	behavioral	ADJ
ajceb-4172	453	5	perspective	perspective	NOUN
ajceb-4172	453	6	on	on	ADP
ajceb-4172	453	7	the	the	DET
ajceb-4172	453	8	consumer	consumer	NOUN
ajceb-4172	453	9	.	.	PUNCT
ajceb-4172	454	1	2nd	2nd	ADJ
ajceb-4172	454	2	ed	ed	NOUN
ajceb-4172	454	3	.	.	PUNCT
ajceb-4172	455	1	london	london	PROPN
ajceb-4172	455	2	:	:	PUNCT
ajceb-4172	456	1	me	me	PROPN
ajceb-4172	456	2	sharpe	sharpe	PROPN
ajceb-4172	456	3	.	.	PROPN
ajceb-4172	456	4	parasuraman	parasuraman	PROPN
ajceb-4172	456	5	,	,	PUNCT
ajceb-4172	456	6	a.	a.	NOUN
ajceb-4172	456	7	,	,	PUNCT
ajceb-4172	456	8	berry	berry	NOUN
ajceb-4172	456	9	,	,	PUNCT
ajceb-4172	456	10	l.l	l.l	PROPN
ajceb-4172	456	11	.	.	PROPN
ajceb-4172	456	12	and	and	CCONJ
ajceb-4172	456	13	zeithaml	zeithaml	PROPN
ajceb-4172	456	14	,	,	PUNCT
ajceb-4172	456	15	v.a	v.a	PROPN
ajceb-4172	456	16	.	.	PROPN
ajceb-4172	456	17	,	,	PUNCT
ajceb-4172	456	18	1991	1991	NUM
ajceb-4172	456	19	.	.	PUNCT
ajceb-4172	457	1	refinement	refinement	NOUN
ajceb-4172	457	2	and	and	CCONJ
ajceb-4172	457	3	reassessment	reassessment	NOUN
ajceb-4172	457	4	of	of	ADP
ajceb-4172	457	5	the	the	DET
ajceb-4172	457	6	servqual	servqual	ADJ
ajceb-4172	457	7	scale	scale	NOUN
ajceb-4172	457	8	.	.	PUNCT
ajceb-4172	458	1	journal	journal	NOUN
ajceb-4172	458	2	of	of	ADP
ajceb-4172	458	3	retailing	retailing	NOUN
ajceb-4172	458	4	,	,	PUNCT
ajceb-4172	458	5	67(4	67(4	NUM
ajceb-4172	458	6	)	)	PUNCT
ajceb-4172	458	7	,	,	PUNCT
ajceb-4172	458	8	p.420	p.420	NOUN
ajceb-4172	458	9	.	.	PUNCT
ajceb-4172	459	1	parasuraman	parasuraman	PROPN
ajceb-4172	459	2	,	,	PUNCT
ajceb-4172	459	3	a.	a.	NOUN
ajceb-4172	459	4	,	,	PUNCT
ajceb-4172	459	5	berry	berry	NOUN
ajceb-4172	459	6	,	,	PUNCT
ajceb-4172	459	7	l.l	l.l	PROPN
ajceb-4172	459	8	.	.	PROPN
ajceb-4172	459	9	and	and	CCONJ
ajceb-4172	459	10	zeithaml	zeithaml	PROPN
ajceb-4172	459	11	,	,	PUNCT
ajceb-4172	459	12	v.a	v.a	PROPN
ajceb-4172	459	13	.	.	PROPN
ajceb-4172	459	14	,	,	PUNCT
ajceb-4172	459	15	1993	1993	NUM
ajceb-4172	459	16	.	.	PUNCT
ajceb-4172	460	1	research	research	NOUN
ajceb-4172	460	2	note	note	NOUN
ajceb-4172	460	3	:	:	PUNCT
ajceb-4172	460	4	more	more	ADV
ajceb-4172	460	5	on	on	ADP
ajceb-4172	460	6	improving	improve	VERB
ajceb-4172	460	7	service	service	NOUN
ajceb-4172	460	8	quality	quality	NOUN
ajceb-4172	460	9	measurement	measurement	NOUN
ajceb-4172	460	10	.	.	PUNCT
ajceb-4172	461	1	journal	journal	PROPN
ajceb-4172	461	2	of	of	ADP
ajceb-4172	461	3	retailing	retailing	NOUN
ajceb-4172	461	4	,	,	PUNCT
ajceb-4172	461	5	69(1	69(1	NUM
ajceb-4172	461	6	)	)	PUNCT
ajceb-4172	461	7	,	,	PUNCT
ajceb-4172	461	8	p.140	p.140	NOUN
ajceb-4172	461	9	.	.	PUNCT
ajceb-4172	462	1	doi	doi	NOUN
ajceb-4172	462	2	:	:	PUNCT
ajceb-4172	462	3	http://dx.doi.org/10.1016/s0022-4359(05)80007-7	http://dx.doi.org/10.1016/s0022-4359(05)80007-7	NOUN
ajceb-4172	462	4	parasuraman	parasuraman	NOUN
ajceb-4172	462	5	,	,	PUNCT
ajceb-4172	462	6	a.	a.	PROPN
ajceb-4172	462	7	,	,	PUNCT
ajceb-4172	462	8	zeithaml	zeithaml	PROPN
ajceb-4172	462	9	,	,	PUNCT
ajceb-4172	462	10	v.a	v.a	PROPN
ajceb-4172	462	11	.	.	PROPN
ajceb-4172	462	12	and	and	CCONJ
ajceb-4172	462	13	berry	berry	VERB
ajceb-4172	462	14	,	,	PUNCT
ajceb-4172	462	15	l.l	l.l	PROPN
ajceb-4172	462	16	.	.	PROPN
ajceb-4172	462	17	,	,	PUNCT
ajceb-4172	462	18	1985	1985	NUM
ajceb-4172	462	19	.	.	PUNCT
ajceb-4172	463	1	a	a	DET
ajceb-4172	463	2	conceptual	conceptual	ADJ
ajceb-4172	463	3	model	model	NOUN
ajceb-4172	463	4	of	of	ADP
ajceb-4172	463	5	service	service	NOUN
ajceb-4172	463	6	quality	quality	NOUN
ajceb-4172	463	7	and	and	CCONJ
ajceb-4172	463	8	its	its	PRON
ajceb-4172	463	9	implications	implication	NOUN
ajceb-4172	463	10	for	for	ADP
ajceb-4172	463	11	future	future	ADJ
ajceb-4172	463	12	research	research	NOUN
ajceb-4172	463	13	.	.	PUNCT
ajceb-4172	464	1	the	the	DET
ajceb-4172	464	2	journal	journal	NOUN
ajceb-4172	464	3	of	of	ADP
ajceb-4172	464	4	marketing	marketing	NOUN
ajceb-4172	464	5	,	,	PUNCT
ajceb-4172	464	6	pp.41	pp.41	NOUN
ajceb-4172	464	7	-	-	PUNCT
ajceb-4172	464	8	50	50	NUM
ajceb-4172	464	9	.	.	PUNCT
ajceb-4172	465	1	doi	doi	NOUN
ajceb-4172	465	2	:	:	PUNCT
ajceb-4172	465	3	http://dx.doi.org/10.2307/1251430	http://dx.doi.org/10.2307/1251430	PROPN
ajceb-4172	465	4	parasuraman	parasuraman	NOUN
ajceb-4172	465	5	,	,	PUNCT
ajceb-4172	465	6	a.	a.	PROPN
ajceb-4172	465	7	,	,	PUNCT
ajceb-4172	465	8	zeithaml	zeithaml	PROPN
ajceb-4172	465	9	,	,	PUNCT
ajceb-4172	465	10	v.a	v.a	PROPN
ajceb-4172	465	11	.	.	PROPN
ajceb-4172	465	12	and	and	CCONJ
ajceb-4172	465	13	berry	berry	VERB
ajceb-4172	465	14	,	,	PUNCT
ajceb-4172	465	15	l.l	l.l	PROPN
ajceb-4172	465	16	.	.	PROPN
ajceb-4172	465	17	,	,	PUNCT
ajceb-4172	465	18	1988	1988	NUM
ajceb-4172	465	19	.	.	PUNCT
ajceb-4172	466	1	servqual	servqual	ADJ
ajceb-4172	466	2	:	:	PUNCT
ajceb-4172	466	3	a	a	DET
ajceb-4172	466	4	multiple	multiple	ADJ
ajceb-4172	466	5	-	-	PUNCT
ajceb-4172	466	6	item	item	NOUN
ajceb-4172	466	7	scale	scale	NOUN
ajceb-4172	466	8	for	for	ADP
ajceb-4172	466	9	measuring	measure	VERB
ajceb-4172	466	10	consumer	consumer	NOUN
ajceb-4172	466	11	perceptions	perception	NOUN
ajceb-4172	466	12	of	of	ADP
ajceb-4172	466	13	service	service	NOUN
ajceb-4172	466	14	quality	quality	NOUN
ajceb-4172	466	15	.	.	PUNCT
ajceb-4172	467	1	journal	journal	NOUN
ajceb-4172	467	2	of	of	ADP
ajceb-4172	467	3	retailing	retailing	NOUN
ajceb-4172	467	4	,	,	PUNCT
ajceb-4172	467	5	64(1	64(1	NUM
ajceb-4172	467	6	)	)	PUNCT
ajceb-4172	467	7	,	,	PUNCT
ajceb-4172	467	8	pp.5	pp.5	NOUN
ajceb-4172	467	9	-	-	SYM
ajceb-4172	467	10	6	6	NUM
ajceb-4172	467	11	.	.	PUNCT
ajceb-4172	468	1	parasuraman	parasuraman	NOUN
ajceb-4172	468	2	,	,	PUNCT
ajceb-4172	468	3	a.	a.	PROPN
ajceb-4172	468	4	,	,	PUNCT
ajceb-4172	468	5	zeithaml	zeithaml	PROPN
ajceb-4172	468	6	,	,	PUNCT
ajceb-4172	468	7	v.a	v.a	PROPN
ajceb-4172	468	8	.	.	PROPN
ajceb-4172	468	9	and	and	CCONJ
ajceb-4172	468	10	berry	berry	VERB
ajceb-4172	468	11	,	,	PUNCT
ajceb-4172	468	12	l.l	l.l	PROPN
ajceb-4172	468	13	.	.	PROPN
ajceb-4172	468	14	,	,	PUNCT
ajceb-4172	468	15	1994a	1994a	NUM
ajceb-4172	468	16	.	.	PUNCT
ajceb-4172	469	1	reassessment	reassessment	NOUN
ajceb-4172	469	2	of	of	ADP
ajceb-4172	469	3	expectations	expectation	NOUN
ajceb-4172	469	4	as	as	ADP
ajceb-4172	469	5	a	a	DET
ajceb-4172	469	6	comparison	comparison	NOUN
ajceb-4172	469	7	standard	standard	NOUN
ajceb-4172	469	8	in	in	ADP
ajceb-4172	469	9	measuring	measure	VERB
ajceb-4172	469	10	service	service	NOUN
ajceb-4172	469	11	quality	quality	NOUN
ajceb-4172	469	12	.	.	PUNCT
ajceb-4172	470	1	journal	journal	NOUN
ajceb-4172	470	2	of	of	ADP
ajceb-4172	470	3	marketing	marketing	NOUN
ajceb-4172	470	4	,	,	PUNCT
ajceb-4172	470	5	58(january	58(january	NUM
ajceb-4172	470	6	)	)	PUNCT
ajceb-4172	470	7	,	,	PUNCT
ajceb-4172	470	8	pp.111	pp.111	PROPN
ajceb-4172	470	9	-	-	SYM
ajceb-4172	470	10	24	24	NUM
ajceb-4172	470	11	.	.	PUNCT
ajceb-4172	471	1	doi	doi	NOUN
ajceb-4172	471	2	:	:	PUNCT
ajceb-4172	471	3	http://dx.doi.org/10.2307/1252255	http://dx.doi.org/10.2307/1252255	PROPN
ajceb-4172	471	4	parasuraman	parasuraman	NOUN
ajceb-4172	471	5	,	,	PUNCT
ajceb-4172	471	6	a.	a.	PROPN
ajceb-4172	471	7	,	,	PUNCT
ajceb-4172	471	8	zeithaml	zeithaml	PROPN
ajceb-4172	471	9	,	,	PUNCT
ajceb-4172	471	10	v.a	v.a	PROPN
ajceb-4172	471	11	.	.	PROPN
ajceb-4172	471	12	and	and	CCONJ
ajceb-4172	471	13	berry	berry	VERB
ajceb-4172	471	14	,	,	PUNCT
ajceb-4172	471	15	l.l	l.l	PROPN
ajceb-4172	471	16	.	.	PROPN
ajceb-4172	471	17	,	,	PUNCT
ajceb-4172	471	18	1994b	1994b	NUM
ajceb-4172	471	19	.	.	PUNCT
ajceb-4172	472	1	alternative	alternative	ADJ
ajceb-4172	472	2	scales	scale	NOUN
ajceb-4172	472	3	for	for	ADP
ajceb-4172	472	4	measuring	measure	VERB
ajceb-4172	472	5	service	service	NOUN
ajceb-4172	472	6	quality	quality	NOUN
ajceb-4172	472	7	:	:	PUNCT
ajceb-4172	472	8	a	a	DET
ajceb-4172	472	9	comparative	comparative	ADJ
ajceb-4172	472	10	assessment	assessment	NOUN
ajceb-4172	472	11	based	base	VERB
ajceb-4172	472	12	on	on	ADP
ajceb-4172	472	13	psychometric	psychometric	ADJ
ajceb-4172	472	14	and	and	CCONJ
ajceb-4172	472	15	diagnostic	diagnostic	ADJ
ajceb-4172	472	16	criteria	criterion	NOUN
ajceb-4172	472	17	.	.	PUNCT
ajceb-4172	473	1	journal	journal	NOUN
ajceb-4172	473	2	of	of	ADP
ajceb-4172	473	3	retailing	retailing	NOUN
ajceb-4172	473	4	,	,	PUNCT
ajceb-4172	473	5	70(3	70(3	NOUN
ajceb-4172	473	6	)	)	PUNCT
ajceb-4172	473	7	,	,	PUNCT
ajceb-4172	473	8	pp.201	pp.201	NOUN
ajceb-4172	473	9	-	-	SYM
ajceb-4172	473	10	30	30	NUM
ajceb-4172	473	11	.	.	PUNCT
ajceb-4172	474	1	doi	doi	NOUN
ajceb-4172	474	2	:	:	PUNCT
ajceb-4172	474	3	http://dx.doi.org/10.1016/0022-4359(94)90033-7	http://dx.doi.org/10.1016/0022-4359(94)90033-7	PROPN
ajceb-4172	474	4	,	,	PUNCT
ajceb-4172	474	5	http://dx.doi.org/10.1016/0022-4359(94)90032-9	http://dx.doi.org/10.1016/0022-4359(94)90032-9	PRON
ajceb-4172	474	6	patterson	patterson	PROPN
ajceb-4172	474	7	,	,	PUNCT
ajceb-4172	474	8	p.	p.	PROPN
ajceb-4172	474	9	and	and	CCONJ
ajceb-4172	474	10	johnson	johnson	PROPN
ajceb-4172	474	11	,	,	PUNCT
ajceb-4172	474	12	l.	l.	PROPN
ajceb-4172	474	13	,	,	PUNCT
ajceb-4172	474	14	1993	1993	NUM
ajceb-4172	474	15	.	.	PUNCT
ajceb-4172	475	1	disconfirmation	disconfirmation	NOUN
ajceb-4172	475	2	of	of	ADP
ajceb-4172	475	3	expectations	expectation	NOUN
ajceb-4172	475	4	and	and	CCONJ
ajceb-4172	475	5	the	the	DET
ajceb-4172	475	6	gap	gap	NOUN
ajceb-4172	475	7	model	model	NOUN
ajceb-4172	475	8	of	of	ADP
ajceb-4172	475	9	service	service	NOUN
ajceb-4172	475	10	quality	quality	NOUN
ajceb-4172	475	11	:	:	PUNCT
ajceb-4172	475	12	an	an	DET
ajceb-4172	475	13	integrated	integrate	VERB
ajceb-4172	475	14	paradigm	paradigm	NOUN
ajceb-4172	475	15	.	.	PUNCT
ajceb-4172	476	1	journal	journal	NOUN
ajceb-4172	476	2	of	of	ADP
ajceb-4172	476	3	consumer	consumer	NOUN
ajceb-4172	476	4	satisfaction	satisfaction	NOUN
ajceb-4172	476	5	,	,	PUNCT
ajceb-4172	476	6	dissatisfaction	dissatisfaction	NOUN
ajceb-4172	476	7	and	and	CCONJ
ajceb-4172	476	8	complaining	complain	VERB
ajceb-4172	476	9	behavior	behavior	NOUN
ajceb-4172	476	10	,	,	PUNCT
ajceb-4172	476	11	6	6	NUM
ajceb-4172	476	12	,	,	PUNCT
ajceb-4172	476	13	pp.90	pp.90	NOUN
ajceb-4172	476	14	-	-	PUNCT
ajceb-4172	476	15	9	9	NUM
ajceb-4172	476	16	.	.	X
ajceb-4172	477	1	procter	procter	PROPN
ajceb-4172	477	2	,	,	PUNCT
ajceb-4172	477	3	c.	c.	PROPN
ajceb-4172	477	4	and	and	CCONJ
ajceb-4172	477	5	rwelamila	rwelamila	PROPN
ajceb-4172	477	6	,	,	PUNCT
ajceb-4172	477	7	p.	p.	NOUN
ajceb-4172	477	8	,	,	PUNCT
ajceb-4172	477	9	1999	1999	NUM
ajceb-4172	477	10	.	.	PUNCT
ajceb-4172	478	1	service	service	NOUN
ajceb-4172	478	2	quality	quality	NOUN
ajceb-4172	478	3	in	in	ADP
ajceb-4172	478	4	the	the	DET
ajceb-4172	478	5	quantity	quantity	NOUN
ajceb-4172	478	6	surveying	survey	VERB
ajceb-4172	478	7	profession	profession	NOUN
ajceb-4172	478	8	in	in	ADP
ajceb-4172	478	9	south	south	PROPN
ajceb-4172	478	10	africa	africa	PROPN
ajceb-4172	478	11	.	.	PUNCT
ajceb-4172	479	1	in	in	ADP
ajceb-4172	479	2	:	:	PUNCT
ajceb-4172	479	3	conference	conference	NOUN
ajceb-4172	479	4	proceedings	proceeding	NOUN
ajceb-4172	479	5	,	,	PUNCT
ajceb-4172	479	6	customer	customer	NOUN
ajceb-4172	479	7	satisfaction	satisfaction	NOUN
ajceb-4172	479	8	:	:	PUNCT
ajceb-4172	479	9	a	a	DET
ajceb-4172	479	10	focus	focus	NOUN
ajceb-4172	479	11	for	for	ADP
ajceb-4172	479	12	research	research	NOUN
ajceb-4172	479	13	and	and	CCONJ
ajceb-4172	479	14	practice	practice	NOUN
ajceb-4172	479	15	in	in	ADP
ajceb-4172	479	16	construction	construction	NOUN
ajceb-4172	479	17	.	.	PUNCT
ajceb-4172	480	1	cape	cape	NOUN
ajceb-4172	480	2	town	town	NOUN
ajceb-4172	480	3	,	,	PUNCT
ajceb-4172	480	4	5	5	NUM
ajceb-4172	480	5	-	-	SYM
ajceb-4172	480	6	10	10	NUM
ajceb-4172	480	7	september	september	PROPN
ajceb-4172	480	8	.	.	PUNCT
ajceb-4172	481	1	cape	cape	NOUN
ajceb-4172	481	2	town	town	NOUN
ajceb-4172	481	3	:	:	PUNCT
ajceb-4172	481	4	e.f	e.f	PROPN
ajceb-4172	481	5	.	.	PROPN
ajceb-4172	481	6	and	and	CCONJ
ajceb-4172	481	7	n.	n.	PROPN
ajceb-4172	481	8	spons	spon	NOUN
ajceb-4172	481	9	.	.	PUNCT
ajceb-4172	482	1	http://dx.doi.org/10.1108/02656710010298553	http://dx.doi.org/10.1108/02656710010298553	PROPN
ajceb-4172	482	2	http://dx.doi.org/10.1061/%28asce%29co.1943-7862.0000191	http://dx.doi.org/10.1061/%28asce%29co.1943-7862.0000191	PROPN
ajceb-4172	482	3	http://dx.doi.org/10.1016/j.buildenv.2004.07.017	http://dx.doi.org/10.1016/j.buildenv.2004.07.017	PROPN
ajceb-4172	482	4	http://dx.doi.org/10.1108/eb021144	http://dx.doi.org/10.1108/eb021144	NOUN
ajceb-4172	483	1	http://dx.doi.org/10.1046/j.1365-232x.2000.00147.x	http://dx.doi.org/10.1046/j.1365-232x.2000.00147.x	PROPN
ajceb-4172	483	2	http://dx.doi.org/10.1177/1356766712449371	http://dx.doi.org/10.1177/1356766712449371	ADJ
ajceb-4172	483	3	http://dx.doi.org/10.1037/0021-9010.62.4.480	http://dx.doi.org/10.1037/0021-9010.62.4.480	PROPN
ajceb-4172	483	4	http://dx.doi.org/10.2307/3150499	http://dx.doi.org/10.2307/3150499	VERB
ajceb-4172	483	5	http://dx.doi.org/10.1016/s0022-4359%2805%2980007-7	http://dx.doi.org/10.1016/s0022-4359%2805%2980007-7	PROPN
ajceb-4172	483	6	http://dx.doi.org/10.2307/1251430	http://dx.doi.org/10.2307/1251430	PROPN
ajceb-4172	483	7	http://dx.doi.org/10.2307/1252255	http://dx.doi.org/10.2307/1252255	NOUN
ajceb-4172	483	8	http://dx.doi.org/10.1016/0022-4359%2894%2990033-7	http://dx.doi.org/10.1016/0022-4359%2894%2990033-7	PROPN
ajceb-4172	483	9	http://dx.doi.org/10.1016/0022-4359%2894%2990032-9	http://dx.doi.org/10.1016/0022-4359%2894%2990032-9	NOUN
ajceb-4172	483	10	construction	construction	NOUN
ajceb-4172	483	11	economics	economic	NOUN
ajceb-4172	483	12	and	and	CCONJ
ajceb-4172	483	13	building	building	NOUN
ajceb-4172	483	14	,	,	PUNCT
ajceb-4172	483	15	15(1	15(1	NUM
ajceb-4172	483	16	)	)	PUNCT
ajceb-4172	483	17	,	,	PUNCT
ajceb-4172	483	18	19	19	NUM
ajceb-4172	483	19	-	-	SYM
ajceb-4172	483	20	42	42	NUM
ajceb-4172	483	21	forsythe	forsythe	PROPN
ajceb-4172	483	22	39	39	NUM
ajceb-4172	483	23	ragin	ragin	NOUN
ajceb-4172	483	24	,	,	PUNCT
ajceb-4172	483	25	c.c	c.c	PROPN
ajceb-4172	483	26	.	.	PROPN
ajceb-4172	483	27	,	,	PUNCT
ajceb-4172	483	28	1992	1992	NUM
ajceb-4172	483	29	.	.	PUNCT
ajceb-4172	484	1	“	"	PUNCT
ajceb-4172	484	2	casing	casing	NOUN
ajceb-4172	484	3	”	"	PUNCT
ajceb-4172	484	4	and	and	CCONJ
ajceb-4172	484	5	the	the	DET
ajceb-4172	484	6	process	process	NOUN
ajceb-4172	484	7	of	of	ADP
ajceb-4172	484	8	social	social	ADJ
ajceb-4172	484	9	inquiry	inquiry	NOUN
ajceb-4172	484	10	.	.	PUNCT
ajceb-4172	485	1	in	in	ADP
ajceb-4172	485	2	:	:	PUNCT
ajceb-4172	485	3	what	what	PRON
ajceb-4172	485	4	is	be	AUX
ajceb-4172	485	5	a	a	DET
ajceb-4172	485	6	case	case	NOUN
ajceb-4172	485	7	?	?	PUNCT
ajceb-4172	486	1	exploring	explore	VERB
ajceb-4172	486	2	the	the	DET
ajceb-4172	486	3	foundations	foundation	NOUN
ajceb-4172	486	4	of	of	ADP
ajceb-4172	486	5	social	social	ADJ
ajceb-4172	486	6	inquiry	inquiry	NOUN
ajceb-4172	486	7	.	.	PUNCT
ajceb-4172	487	1	cambridge	cambridge	PROPN
ajceb-4172	487	2	:	:	PUNCT
ajceb-4172	487	3	cambridge	cambridge	PROPN
ajceb-4172	487	4	university	university	PROPN
ajceb-4172	487	5	press	press	NOUN
ajceb-4172	487	6	.	.	PUNCT
ajceb-4172	488	1	pp.217	pp.217	PROPN
ajceb-4172	488	2	-	-	SYM
ajceb-4172	488	3	26	26	NUM
ajceb-4172	488	4	.	.	PUNCT
ajceb-4172	489	1	samson	samson	PROPN
ajceb-4172	489	2	,	,	PUNCT
ajceb-4172	489	3	d.	d.	PROPN
ajceb-4172	489	4	and	and	CCONJ
ajceb-4172	489	5	parker	parker	PROPN
ajceb-4172	489	6	,	,	PUNCT
ajceb-4172	489	7	r.	r.	PROPN
ajceb-4172	489	8	,	,	PUNCT
ajceb-4172	489	9	1994	1994	NUM
ajceb-4172	489	10	.	.	PUNCT
ajceb-4172	490	1	service	service	NOUN
ajceb-4172	490	2	quality	quality	NOUN
ajceb-4172	490	3	:	:	PUNCT
ajceb-4172	490	4	the	the	DET
ajceb-4172	490	5	gap	gap	NOUN
ajceb-4172	490	6	in	in	ADP
ajceb-4172	490	7	the	the	DET
ajceb-4172	490	8	australian	australian	ADJ
ajceb-4172	490	9	consulting	consulting	NOUN
ajceb-4172	490	10	engineering	engineering	NOUN
ajceb-4172	490	11	industry	industry	NOUN
ajceb-4172	490	12	.	.	PUNCT
ajceb-4172	491	1	international	international	ADJ
ajceb-4172	491	2	journal	journal	NOUN
ajceb-4172	491	3	of	of	ADP
ajceb-4172	491	4	quality	quality	NOUN
ajceb-4172	491	5	and	and	CCONJ
ajceb-4172	491	6	reliability	reliability	NOUN
ajceb-4172	491	7	management	management	NOUN
ajceb-4172	491	8	,	,	PUNCT
ajceb-4172	491	9	11(7	11(7	NUM
ajceb-4172	491	10	)	)	PUNCT
ajceb-4172	491	11	,	,	PUNCT
ajceb-4172	491	12	pp.60	pp.60	PROPN
ajceb-4172	491	13	-	-	PUNCT
ajceb-4172	491	14	76	76	NUM
ajceb-4172	491	15	.	.	PUNCT
ajceb-4172	492	1	doi	doi	NOUN
ajceb-4172	492	2	:	:	PUNCT
ajceb-4172	492	3	http://dx.doi.org/10.1108/02656719410738993	http://dx.doi.org/10.1108/02656719410738993	PROPN
ajceb-4172	492	4	seth	seth	PROPN
ajceb-4172	492	5	,	,	PUNCT
ajceb-4172	492	6	n.	n.	PROPN
ajceb-4172	492	7	,	,	PUNCT
ajceb-4172	492	8	deshmukh	deshmukh	PROPN
ajceb-4172	492	9	,	,	PUNCT
ajceb-4172	492	10	s.	s.	PROPN
ajceb-4172	492	11	and	and	CCONJ
ajceb-4172	492	12	vrat	vrat	PROPN
ajceb-4172	492	13	,	,	PUNCT
ajceb-4172	492	14	p.	p.	NOUN
ajceb-4172	492	15	,	,	PUNCT
ajceb-4172	492	16	2005	2005	NUM
ajceb-4172	492	17	.	.	PUNCT
ajceb-4172	493	1	service	service	NOUN
ajceb-4172	493	2	quality	quality	NOUN
ajceb-4172	493	3	models	model	NOUN
ajceb-4172	493	4	:	:	PUNCT
ajceb-4172	493	5	a	a	DET
ajceb-4172	493	6	review	review	NOUN
ajceb-4172	493	7	.	.	PUNCT
ajceb-4172	494	1	international	international	ADJ
ajceb-4172	494	2	journal	journal	NOUN
ajceb-4172	494	3	of	of	ADP
ajceb-4172	494	4	quality	quality	NOUN
ajceb-4172	494	5	and	and	CCONJ
ajceb-4172	494	6	reliability	reliability	NOUN
ajceb-4172	494	7	management	management	NOUN
ajceb-4172	494	8	,	,	PUNCT
ajceb-4172	494	9	22(9	22(9	NUM
ajceb-4172	494	10	)	)	PUNCT
ajceb-4172	494	11	,	,	PUNCT
ajceb-4172	494	12	pp.913	pp.913	PROPN
ajceb-4172	494	13	-	-	PUNCT
ajceb-4172	494	14	49	49	NUM
ajceb-4172	494	15	.	.	PUNCT
ajceb-4172	495	1	doi	doi	NOUN
ajceb-4172	495	2	:	:	PUNCT
ajceb-4172	495	3	http://dx.doi.org/10.1108/02656710510625211	http://dx.doi.org/10.1108/02656710510625211	PROPN
ajceb-4172	495	4	shewhart	shewhart	NOUN
ajceb-4172	495	5	,	,	PUNCT
ajceb-4172	495	6	w.a	w.a	PROPN
ajceb-4172	495	7	.	.	PROPN
ajceb-4172	495	8	,	,	PUNCT
ajceb-4172	495	9	1931	1931	NUM
ajceb-4172	495	10	.	.	PUNCT
ajceb-4172	496	1	economic	economic	ADJ
ajceb-4172	496	2	control	control	NOUN
ajceb-4172	496	3	of	of	ADP
ajceb-4172	496	4	quality	quality	NOUN
ajceb-4172	496	5	of	of	ADP
ajceb-4172	496	6	manufactured	manufacture	VERB
ajceb-4172	496	7	product	product	NOUN
ajceb-4172	496	8	.	.	PUNCT
ajceb-4172	497	1	509	509	NUM
ajceb-4172	497	2	.	.	PUNCT
ajceb-4172	498	1	asq	asq	PROPN
ajceb-4172	498	2	quality	quality	PROPN
ajceb-4172	498	3	press	press	PROPN
ajceb-4172	498	4	.	.	PUNCT
ajceb-4172	499	1	siu	siu	NOUN
ajceb-4172	499	2	,	,	PUNCT
ajceb-4172	499	3	g.k.w	g.k.w	PROPN
ajceb-4172	499	4	.	.	PROPN
ajceb-4172	499	5	,	,	PUNCT
ajceb-4172	499	6	bridge	bridge	PROPN
ajceb-4172	499	7	,	,	PUNCT
ajceb-4172	499	8	a.	a.	NOUN
ajceb-4172	499	9	and	and	CCONJ
ajceb-4172	499	10	skitmore	skitmore	NOUN
ajceb-4172	499	11	,	,	PUNCT
ajceb-4172	499	12	m.	m.	NOUN
ajceb-4172	499	13	,	,	PUNCT
ajceb-4172	499	14	2001	2001	NUM
ajceb-4172	499	15	.	.	PUNCT
ajceb-4172	500	1	assessing	assess	VERB
ajceb-4172	500	2	the	the	DET
ajceb-4172	500	3	service	service	NOUN
ajceb-4172	500	4	quality	quality	NOUN
ajceb-4172	500	5	of	of	ADP
ajceb-4172	500	6	building	building	NOUN
ajceb-4172	500	7	maintenance	maintenance	NOUN
ajceb-4172	500	8	providers	provider	NOUN
ajceb-4172	500	9	:	:	PUNCT
ajceb-4172	500	10	mechanical	mechanical	ADJ
ajceb-4172	500	11	and	and	CCONJ
ajceb-4172	500	12	engineering	engineering	NOUN
ajceb-4172	500	13	services	service	NOUN
ajceb-4172	500	14	.	.	PUNCT
ajceb-4172	501	1	construction	construction	NOUN
ajceb-4172	501	2	management	management	NOUN
ajceb-4172	501	3	and	and	CCONJ
ajceb-4172	501	4	economics	economic	NOUN
ajceb-4172	501	5	,	,	PUNCT
ajceb-4172	501	6	19(7	19(7	PROPN
ajceb-4172	501	7	)	)	PUNCT
ajceb-4172	501	8	,	,	PUNCT
ajceb-4172	501	9	pp.719	pp.719	PROPN
ajceb-4172	501	10	-	-	PUNCT
ajceb-4172	501	11	26	26	NUM
ajceb-4172	501	12	.	.	PUNCT
ajceb-4172	502	1	doi	doi	PROPN
ajceb-4172	502	2	:	:	PUNCT
ajceb-4172	502	3	http://dx.doi.org/10.1080/01446190110062104	http://dx.doi.org/10.1080/01446190110062104	PROPN
ajceb-4172	502	4	spreng	spreng	PROPN
ajceb-4172	502	5	,	,	PUNCT
ajceb-4172	502	6	r.a	r.a	PROPN
ajceb-4172	502	7	.	.	PROPN
ajceb-4172	502	8	and	and	CCONJ
ajceb-4172	502	9	mackoy	mackoy	NOUN
ajceb-4172	502	10	,	,	PUNCT
ajceb-4172	502	11	r.d	r.d	PROPN
ajceb-4172	502	12	.	.	PROPN
ajceb-4172	502	13	,	,	PUNCT
ajceb-4172	502	14	1996	1996	NUM
ajceb-4172	502	15	.	.	PUNCT
ajceb-4172	503	1	an	an	DET
ajceb-4172	503	2	empirical	empirical	ADJ
ajceb-4172	503	3	examination	examination	NOUN
ajceb-4172	503	4	of	of	ADP
ajceb-4172	503	5	a	a	DET
ajceb-4172	503	6	model	model	NOUN
ajceb-4172	503	7	of	of	ADP
ajceb-4172	503	8	perceived	perceive	VERB
ajceb-4172	503	9	service	service	NOUN
ajceb-4172	503	10	quality	quality	NOUN
ajceb-4172	503	11	and	and	CCONJ
ajceb-4172	503	12	satisfaction	satisfaction	NOUN
ajceb-4172	503	13	.	.	PUNCT
ajceb-4172	504	1	journal	journal	NOUN
ajceb-4172	504	2	of	of	ADP
ajceb-4172	504	3	retailing	retailing	NOUN
ajceb-4172	504	4	,	,	PUNCT
ajceb-4172	504	5	72(2	72(2	NOUN
ajceb-4172	504	6	)	)	PUNCT
ajceb-4172	504	7	,	,	PUNCT
ajceb-4172	504	8	pp.201	pp.201	NOUN
ajceb-4172	504	9	-	-	SYM
ajceb-4172	504	10	14	14	NUM
ajceb-4172	504	11	.	.	PUNCT
ajceb-4172	505	1	doi	doi	NOUN
ajceb-4172	505	2	:	:	PUNCT
ajceb-4172	505	3	http://dx.doi.org/10.1016/s0022-4359(96)90014-7	http://dx.doi.org/10.1016/s0022-4359(96)90014-7	PROPN
ajceb-4172	505	4	sunindijo	sunindijo	PROPN
ajceb-4172	505	5	,	,	PUNCT
ajceb-4172	505	6	r.y	r.y	PROPN
ajceb-4172	505	7	.	.	PROPN
ajceb-4172	505	8	,	,	PUNCT
ajceb-4172	505	9	hadikusumo	hadikusumo	PROPN
ajceb-4172	505	10	,	,	PUNCT
ajceb-4172	505	11	b.h	b.h	PROPN
ajceb-4172	505	12	.	.	PROPN
ajceb-4172	505	13	and	and	CCONJ
ajceb-4172	505	14	phangchunun	phangchunun	ADJ
ajceb-4172	505	15	,	,	PUNCT
ajceb-4172	505	16	t.	t.	PROPN
ajceb-4172	505	17	,	,	PUNCT
ajceb-4172	505	18	2014	2014	NUM
ajceb-4172	505	19	.	.	PUNCT
ajceb-4172	506	1	modelling	model	VERB
ajceb-4172	506	2	service	service	NOUN
ajceb-4172	506	3	quality	quality	NOUN
ajceb-4172	506	4	in	in	ADP
ajceb-4172	506	5	the	the	DET
ajceb-4172	506	6	construction	construction	NOUN
ajceb-4172	506	7	industry	industry	NOUN
ajceb-4172	506	8	.	.	PUNCT
ajceb-4172	507	1	international	international	ADJ
ajceb-4172	507	2	journal	journal	PROPN
ajceb-4172	507	3	of	of	ADP
ajceb-4172	507	4	business	business	NOUN
ajceb-4172	507	5	performance	performance	NOUN
ajceb-4172	507	6	management	management	NOUN
ajceb-4172	507	7	,	,	PUNCT
ajceb-4172	507	8	15(3	15(3	NUM
ajceb-4172	507	9	)	)	PUNCT
ajceb-4172	507	10	,	,	PUNCT
ajceb-4172	507	11	pp.262	pp.262	PROPN
ajceb-4172	507	12	-	-	X
ajceb-4172	507	13	76	76	NUM
ajceb-4172	507	14	.	.	PUNCT
ajceb-4172	508	1	doi	doi	PROPN
ajceb-4172	508	2	:	:	PUNCT
ajceb-4172	508	3	http://dx.doi.org/10.1504/ijbpm.2014.063026	http://dx.doi.org/10.1504/ijbpm.2014.063026	PROPN
ajceb-4172	508	4	taguchi	taguchi	PROPN
ajceb-4172	508	5	,	,	PUNCT
ajceb-4172	508	6	g.	g.	PROPN
ajceb-4172	508	7	,	,	PUNCT
ajceb-4172	508	8	1986	1986	NUM
ajceb-4172	508	9	.	.	PUNCT
ajceb-4172	509	1	introduction	introduction	NOUN
ajceb-4172	509	2	to	to	ADP
ajceb-4172	509	3	quality	quality	NOUN
ajceb-4172	509	4	engineering	engineering	NOUN
ajceb-4172	509	5	.	.	PUNCT
ajceb-4172	510	1	tokyo	tokyo	PROPN
ajceb-4172	510	2	:	:	PUNCT
ajceb-4172	510	3	asian	asian	ADJ
ajceb-4172	510	4	productivity	productivity	NOUN
ajceb-4172	510	5	organisation	organisation	NOUN
ajceb-4172	510	6	.	.	PUNCT
ajceb-4172	511	1	tranfield	tranfield	PROPN
ajceb-4172	511	2	,	,	PUNCT
ajceb-4172	511	3	d.	d.	PROPN
ajceb-4172	511	4	,	,	PUNCT
ajceb-4172	511	5	rowe	rowe	PROPN
ajceb-4172	511	6	,	,	PUNCT
ajceb-4172	511	7	a.	a.	NOUN
ajceb-4172	511	8	,	,	PUNCT
ajceb-4172	511	9	smart	smart	ADJ
ajceb-4172	511	10	,	,	PUNCT
ajceb-4172	511	11	p.	p.	NOUN
ajceb-4172	511	12	,	,	PUNCT
ajceb-4172	511	13	levene	levene	PROPN
ajceb-4172	511	14	,	,	PUNCT
ajceb-4172	511	15	r.	r.	PROPN
ajceb-4172	511	16	,	,	PUNCT
ajceb-4172	511	17	deasley	deasley	NOUN
ajceb-4172	511	18	,	,	PUNCT
ajceb-4172	511	19	p.	p.	NOUN
ajceb-4172	511	20	and	and	CCONJ
ajceb-4172	511	21	corley	corley	PROPN
ajceb-4172	511	22	,	,	PUNCT
ajceb-4172	511	23	j.	j.	PROPN
ajceb-4172	511	24	,	,	PUNCT
ajceb-4172	511	25	2005	2005	NUM
ajceb-4172	511	26	.	.	PUNCT
ajceb-4172	512	1	coordinating	coordinate	VERB
ajceb-4172	512	2	for	for	ADP
ajceb-4172	512	3	service	service	NOUN
ajceb-4172	512	4	delivery	delivery	NOUN
ajceb-4172	512	5	in	in	ADP
ajceb-4172	512	6	public	public	ADJ
ajceb-4172	512	7	-	-	PUNCT
ajceb-4172	512	8	private	private	ADJ
ajceb-4172	512	9	partnership	partnership	NOUN
ajceb-4172	512	10	and	and	CCONJ
ajceb-4172	512	11	private	private	ADJ
ajceb-4172	512	12	finance	finance	NOUN
ajceb-4172	512	13	initiative	initiative	NOUN
ajceb-4172	512	14	construction	construction	NOUN
ajceb-4172	512	15	projects	project	NOUN
ajceb-4172	512	16	:	:	PUNCT
ajceb-4172	512	17	early	early	ADJ
ajceb-4172	512	18	findings	finding	NOUN
ajceb-4172	512	19	from	from	ADP
ajceb-4172	512	20	an	an	DET
ajceb-4172	512	21	exploratory	exploratory	ADJ
ajceb-4172	512	22	study	study	NOUN
ajceb-4172	512	23	.	.	PUNCT
ajceb-4172	513	1	proceedings	proceeding	NOUN
ajceb-4172	513	2	of	of	ADP
ajceb-4172	513	3	the	the	DET
ajceb-4172	513	4	institution	institution	NOUN
ajceb-4172	513	5	of	of	ADP
ajceb-4172	513	6	mechanical	mechanical	ADJ
ajceb-4172	513	7	engineers	engineer	NOUN
ajceb-4172	513	8	,	,	PUNCT
ajceb-4172	513	9	part	part	NOUN
ajceb-4172	513	10	b	b	NOUN
ajceb-4172	513	11	:	:	PUNCT
ajceb-4172	513	12	journal	journal	NOUN
ajceb-4172	513	13	of	of	ADP
ajceb-4172	513	14	engineering	engineering	NOUN
ajceb-4172	513	15	manufacture	manufacture	NOUN
ajceb-4172	513	16	,	,	PUNCT
ajceb-4172	513	17	219(1	219(1	NUM
ajceb-4172	513	18	)	)	PUNCT
ajceb-4172	513	19	,	,	PUNCT
ajceb-4172	513	20	pp.165	pp.165	NOUN
ajceb-4172	513	21	-	-	PUNCT
ajceb-4172	513	22	75	75	NUM
ajceb-4172	513	23	.	.	PUNCT
ajceb-4172	514	1	doi	doi	NOUN
ajceb-4172	514	2	:	:	PUNCT
ajceb-4172	514	3	http://dx.doi.org/10.1243/095440505x8037	http://dx.doi.org/10.1243/095440505x8037	ADJ
ajceb-4172	514	4	vandermerwe	vandermerwe	NOUN
ajceb-4172	514	5	,	,	PUNCT
ajceb-4172	514	6	s.	s.	PROPN
ajceb-4172	514	7	,	,	PUNCT
ajceb-4172	514	8	1994	1994	NUM
ajceb-4172	514	9	.	.	PUNCT
ajceb-4172	515	1	quality	quality	NOUN
ajceb-4172	515	2	in	in	ADP
ajceb-4172	515	3	services	service	NOUN
ajceb-4172	515	4	:	:	PUNCT
ajceb-4172	515	5	the	the	DET
ajceb-4172	515	6	‘	'	PUNCT
ajceb-4172	515	7	softer’side	softer’side	NOUN
ajceb-4172	515	8	is	be	AUX
ajceb-4172	515	9	‘	'	PUNCT
ajceb-4172	515	10	harder’(and	harder’(and	X
ajceb-4172	515	11	smarter	smart	ADJ
ajceb-4172	515	12	)	)	PUNCT
ajceb-4172	515	13	.	.	PUNCT
ajceb-4172	516	1	long	long	ADJ
ajceb-4172	516	2	range	range	NOUN
ajceb-4172	516	3	planning	planning	NOUN
ajceb-4172	516	4	,	,	PUNCT
ajceb-4172	516	5	27(2	27(2	PRON
ajceb-4172	516	6	)	)	PUNCT
ajceb-4172	516	7	,	,	PUNCT
ajceb-4172	516	8	pp.45	pp.45	NOUN
ajceb-4172	516	9	-	-	PUNCT
ajceb-4172	516	10	56	56	NUM
ajceb-4172	516	11	.	.	PUNCT
ajceb-4172	517	1	doi	doi	PROPN
ajceb-4172	517	2	:	:	PUNCT
ajceb-4172	517	3	http://dx.doi.org/10.1016/0024-6301(94)90208-9	http://dx.doi.org/10.1016/0024-6301(94)90208-9	PROPN
ajceb-4172	517	4	vargo	vargo	PROPN
ajceb-4172	517	5	,	,	PUNCT
ajceb-4172	517	6	s.l	s.l	PROPN
ajceb-4172	517	7	.	.	PROPN
ajceb-4172	517	8	and	and	CCONJ
ajceb-4172	517	9	lusch	lusch	PROPN
ajceb-4172	517	10	,	,	PUNCT
ajceb-4172	517	11	r.f	r.f	PROPN
ajceb-4172	517	12	.	.	PROPN
ajceb-4172	517	13	,	,	PUNCT
ajceb-4172	517	14	2004	2004	NUM
ajceb-4172	517	15	.	.	PUNCT
ajceb-4172	518	1	evolving	evolve	VERB
ajceb-4172	518	2	to	to	ADP
ajceb-4172	518	3	a	a	DET
ajceb-4172	518	4	new	new	ADJ
ajceb-4172	518	5	dominant	dominant	ADJ
ajceb-4172	518	6	logic	logic	NOUN
ajceb-4172	518	7	for	for	ADP
ajceb-4172	518	8	marketing	marketing	NOUN
ajceb-4172	518	9	.	.	PUNCT
ajceb-4172	519	1	journal	journal	NOUN
ajceb-4172	519	2	of	of	ADP
ajceb-4172	519	3	marketing	marketing	NOUN
ajceb-4172	519	4	,	,	PUNCT
ajceb-4172	519	5	68(1	68(1	NOUN
ajceb-4172	519	6	)	)	PUNCT
ajceb-4172	519	7	,	,	PUNCT
ajceb-4172	519	8	pp.117	pp.117	PROPN
ajceb-4172	519	9	.	.	PUNCT
ajceb-4172	519	10	doi	doi	PROPN
ajceb-4172	519	11	:	:	PUNCT
ajceb-4172	519	12	http://dx.doi.org/10.1509/jmkg.68.1.1.24036	http://dx.doi.org/10.1509/jmkg.68.1.1.24036	NOUN
ajceb-4172	519	13	victor	victor	NOUN
ajceb-4172	519	14	,	,	PUNCT
ajceb-4172	519	15	b.	b.	PROPN
ajceb-4172	519	16	and	and	CCONJ
ajceb-4172	519	17	boynton	boynton	PROPN
ajceb-4172	519	18	,	,	PUNCT
ajceb-4172	519	19	a.c	a.c	PROPN
ajceb-4172	519	20	.	.	PROPN
ajceb-4172	519	21	,	,	PUNCT
ajceb-4172	519	22	1998	1998	NUM
ajceb-4172	519	23	.	.	PUNCT
ajceb-4172	520	1	invented	invent	VERB
ajceb-4172	520	2	here	here	ADV
ajceb-4172	520	3	'	'	PUNCT
ajceb-4172	520	4	maximising	maximise	VERB
ajceb-4172	520	5	your	your	PRON
ajceb-4172	520	6	organisation	organisation	NOUN
ajceb-4172	520	7	's	's	PART
ajceb-4172	520	8	internal	internal	ADJ
ajceb-4172	520	9	growth	growth	NOUN
ajceb-4172	520	10	and	and	CCONJ
ajceb-4172	520	11	profitability	profitability	NOUN
ajceb-4172	520	12	:	:	PUNCT
ajceb-4172	520	13	a	a	DET
ajceb-4172	520	14	practical	practical	ADJ
ajceb-4172	520	15	guide	guide	NOUN
ajceb-4172	520	16	to	to	ADP
ajceb-4172	520	17	transforming	transform	VERB
ajceb-4172	520	18	work	work	NOUN
ajceb-4172	520	19	.	.	PUNCT
ajceb-4172	521	1	boston	boston	PROPN
ajceb-4172	521	2	:	:	PUNCT
ajceb-4172	521	3	harvard	harvard	PROPN
ajceb-4172	521	4	business	business	PROPN
ajceb-4172	521	5	school	school	PROPN
ajceb-4172	521	6	press	press	NOUN
ajceb-4172	521	7	.	.	PUNCT
ajceb-4172	522	1	walter	walter	PROPN
ajceb-4172	522	2	,	,	PUNCT
ajceb-4172	522	3	l.	l.	PROPN
ajceb-4172	522	4	,	,	PUNCT
ajceb-4172	522	5	2005	2005	NUM
ajceb-4172	522	6	.	.	PUNCT
ajceb-4172	523	1	six	six	NUM
ajceb-4172	523	2	sigma	sigma	NOUN
ajceb-4172	523	3	:	:	PUNCT
ajceb-4172	523	4	is	be	AUX
ajceb-4172	523	5	it	it	PRON
ajceb-4172	523	6	really	really	ADV
ajceb-4172	523	7	different	different	ADJ
ajceb-4172	523	8	?	?	PUNCT
ajceb-4172	524	1	quality	quality	NOUN
ajceb-4172	524	2	and	and	CCONJ
ajceb-4172	524	3	reliability	reliability	NOUN
ajceb-4172	524	4	engineering	engineering	NOUN
ajceb-4172	524	5	international	international	ADJ
ajceb-4172	524	6	,	,	PUNCT
ajceb-4172	524	7	21(2	21(2	NUM
ajceb-4172	524	8	)	)	PUNCT
ajceb-4172	524	9	,	,	PUNCT
ajceb-4172	524	10	pp.221	pp.221	NOUN
ajceb-4172	524	11	-	-	PUNCT
ajceb-4172	524	12	4	4	NUM
ajceb-4172	524	13	.	.	PUNCT
ajceb-4172	525	1	doi	doi	NOUN
ajceb-4172	525	2	:	:	PUNCT
ajceb-4172	525	3	http://dx.doi.org/10.1002/qre.633	http://dx.doi.org/10.1002/qre.633	PROPN
ajceb-4172	525	4	wilson	wilson	PROPN
ajceb-4172	525	5	,	,	PUNCT
ajceb-4172	525	6	a.	a.	PROPN
ajceb-4172	525	7	,	,	PUNCT
ajceb-4172	525	8	zeithaml	zeithaml	PROPN
ajceb-4172	525	9	,	,	PUNCT
ajceb-4172	525	10	v.a	v.a	PROPN
ajceb-4172	525	11	.	.	PROPN
ajceb-4172	525	12	,	,	PUNCT
ajceb-4172	525	13	bitner	bitner	NOUN
ajceb-4172	525	14	,	,	PUNCT
ajceb-4172	525	15	m.j	m.j	PROPN
ajceb-4172	525	16	.	.	PROPN
ajceb-4172	525	17	and	and	CCONJ
ajceb-4172	525	18	gremler	gremler	NOUN
ajceb-4172	525	19	,	,	PUNCT
ajceb-4172	525	20	d.d	d.d	PROPN
ajceb-4172	525	21	.	.	PROPN
ajceb-4172	525	22	,	,	PUNCT
ajceb-4172	525	23	2012	2012	NUM
ajceb-4172	525	24	.	.	PUNCT
ajceb-4172	526	1	services	service	NOUN
ajceb-4172	526	2	marketing	marketing	NOUN
ajceb-4172	526	3	:	:	PUNCT
ajceb-4172	526	4	integrating	integrate	VERB
ajceb-4172	526	5	customer	customer	NOUN
ajceb-4172	526	6	focus	focus	VERB
ajceb-4172	526	7	across	across	ADP
ajceb-4172	526	8	the	the	DET
ajceb-4172	526	9	firm	firm	NOUN
ajceb-4172	526	10	.	.	PUNCT
ajceb-4172	527	1	mcgraw	mcgraw	PROPN
ajceb-4172	527	2	-	-	PUNCT
ajceb-4172	527	3	hill	hill	PROPN
ajceb-4172	527	4	.	.	PUNCT
ajceb-4172	528	1	winch	winch	PROPN
ajceb-4172	528	2	,	,	PUNCT
ajceb-4172	528	3	g.	g.	PROPN
ajceb-4172	528	4	,	,	PUNCT
ajceb-4172	528	5	usmani	usmani	ADJ
ajceb-4172	528	6	,	,	PUNCT
ajceb-4172	528	7	a.	a.	NOUN
ajceb-4172	528	8	and	and	CCONJ
ajceb-4172	528	9	edkins	edkin	NOUN
ajceb-4172	528	10	,	,	PUNCT
ajceb-4172	528	11	a.	a.	NOUN
ajceb-4172	528	12	,	,	PUNCT
ajceb-4172	528	13	1998	1998	NUM
ajceb-4172	528	14	.	.	PUNCT
ajceb-4172	529	1	towards	towards	ADP
ajceb-4172	529	2	total	total	ADJ
ajceb-4172	529	3	project	project	NOUN
ajceb-4172	529	4	quality	quality	NOUN
ajceb-4172	529	5	:	:	PUNCT
ajceb-4172	529	6	a	a	DET
ajceb-4172	529	7	gap	gap	NOUN
ajceb-4172	529	8	analysis	analysis	NOUN
ajceb-4172	529	9	approach	approach	NOUN
ajceb-4172	529	10	.	.	PUNCT
ajceb-4172	530	1	construction	construction	NOUN
ajceb-4172	530	2	management	management	NOUN
ajceb-4172	530	3	and	and	CCONJ
ajceb-4172	530	4	economics	economic	NOUN
ajceb-4172	530	5	,	,	PUNCT
ajceb-4172	530	6	16(2	16(2	NUM
ajceb-4172	530	7	)	)	PUNCT
ajceb-4172	530	8	,	,	PUNCT
ajceb-4172	530	9	pp.193	pp.193	NOUN
ajceb-4172	530	10	-	-	PUNCT
ajceb-4172	530	11	207	207	NUM
ajceb-4172	530	12	.	.	PUNCT
ajceb-4172	531	1	doi	doi	NOUN
ajceb-4172	531	2	:	:	PUNCT
ajceb-4172	531	3	http://dx.doi.org/10.1080/014461998372484	http://dx.doi.org/10.1080/014461998372484	PROPN
ajceb-4172	531	4	womack	womack	PROPN
ajceb-4172	531	5	,	,	PUNCT
ajceb-4172	531	6	j.p	j.p	PROPN
ajceb-4172	531	7	.	.	PROPN
ajceb-4172	531	8	,	,	PUNCT
ajceb-4172	531	9	jones	jones	PROPN
ajceb-4172	531	10	,	,	PUNCT
ajceb-4172	531	11	d.t	d.t	PROPN
ajceb-4172	531	12	.	.	PROPN
ajceb-4172	531	13	and	and	CCONJ
ajceb-4172	531	14	roos	roos	PROPN
ajceb-4172	531	15	,	,	PUNCT
ajceb-4172	531	16	d.	d.	PROPN
ajceb-4172	531	17	,	,	PUNCT
ajceb-4172	531	18	2008	2008	NUM
ajceb-4172	531	19	.	.	PUNCT
ajceb-4172	532	1	the	the	DET
ajceb-4172	532	2	machine	machine	NOUN
ajceb-4172	532	3	that	that	PRON
ajceb-4172	532	4	changed	change	VERB
ajceb-4172	532	5	the	the	DET
ajceb-4172	532	6	world	world	NOUN
ajceb-4172	532	7	.	.	PUNCT
ajceb-4172	533	1	new	new	PROPN
ajceb-4172	533	2	york	york	PROPN
ajceb-4172	533	3	:	:	PUNCT
ajceb-4172	533	4	simon	simon	PROPN
ajceb-4172	533	5	and	and	CCONJ
ajceb-4172	533	6	schuster	schuster	PROPN
ajceb-4172	533	7	.	.	PUNCT
ajceb-4172	534	1	yi	yi	PROPN
ajceb-4172	534	2	,	,	PUNCT
ajceb-4172	534	3	y.	y.	NOUN
ajceb-4172	534	4	,	,	PUNCT
ajceb-4172	534	5	1990	1990	NUM
ajceb-4172	534	6	.	.	PUNCT
ajceb-4172	535	1	a	a	DET
ajceb-4172	535	2	critical	critical	ADJ
ajceb-4172	535	3	review	review	NOUN
ajceb-4172	535	4	of	of	ADP
ajceb-4172	535	5	consumer	consumer	NOUN
ajceb-4172	535	6	satisfaction	satisfaction	NOUN
ajceb-4172	535	7	.	.	PUNCT
ajceb-4172	536	1	review	review	NOUN
ajceb-4172	536	2	of	of	ADP
ajceb-4172	536	3	marketing	marketing	NOUN
ajceb-4172	536	4	,	,	PUNCT
ajceb-4172	536	5	4(1	4(1	NOUN
ajceb-4172	536	6	)	)	PUNCT
ajceb-4172	536	7	,	,	PUNCT
ajceb-4172	536	8	pp.68	pp.68	NOUN
ajceb-4172	536	9	-	-	PUNCT
ajceb-4172	536	10	123	123	NUM
ajceb-4172	536	11	.	.	PUNCT
ajceb-4172	537	1	yin	yin	PROPN
ajceb-4172	537	2	,	,	PUNCT
ajceb-4172	537	3	r.k	r.k	PROPN
ajceb-4172	537	4	.	.	PROPN
ajceb-4172	537	5	,	,	PUNCT
ajceb-4172	537	6	2009	2009	NUM
ajceb-4172	537	7	.	.	PUNCT
ajceb-4172	538	1	case	case	NOUN
ajceb-4172	538	2	study	study	NOUN
ajceb-4172	538	3	research	research	NOUN
ajceb-4172	538	4	:	:	PUNCT
ajceb-4172	538	5	design	design	NOUN
ajceb-4172	538	6	and	and	CCONJ
ajceb-4172	538	7	methods	method	NOUN
ajceb-4172	538	8	.	.	PUNCT
ajceb-4172	539	1	4th	4th	ADJ
ajceb-4172	539	2	ed	ed	NOUN
ajceb-4172	539	3	.	.	PUNCT
ajceb-4172	540	1	usa	usa	PROPN
ajceb-4172	540	2	:	:	PUNCT
ajceb-4172	540	3	sage	sage	NOUN
ajceb-4172	540	4	publications	publication	NOUN
ajceb-4172	540	5	.	.	PUNCT
ajceb-4172	541	1	yüksel	yüksel	PROPN
ajceb-4172	541	2	,	,	PUNCT
ajceb-4172	541	3	a.	a.	NOUN
ajceb-4172	541	4	and	and	CCONJ
ajceb-4172	541	5	yüksel	yüksel	PROPN
ajceb-4172	541	6	,	,	PUNCT
ajceb-4172	541	7	f.	f.	PROPN
ajceb-4172	541	8	,	,	PUNCT
ajceb-4172	541	9	2001	2001	NUM
ajceb-4172	541	10	.	.	PUNCT
ajceb-4172	542	1	the	the	DET
ajceb-4172	542	2	expectancy	expectancy	NOUN
ajceb-4172	542	3	-	-	PUNCT
ajceb-4172	542	4	disconfirmation	disconfirmation	NOUN
ajceb-4172	542	5	paradigm	paradigm	NOUN
ajceb-4172	542	6	:	:	PUNCT
ajceb-4172	542	7	a	a	DET
ajceb-4172	542	8	critique	critique	NOUN
ajceb-4172	542	9	.	.	PUNCT
ajceb-4172	543	1	journal	journal	NOUN
ajceb-4172	543	2	of	of	ADP
ajceb-4172	543	3	hospitality	hospitality	NOUN
ajceb-4172	543	4	and	and	CCONJ
ajceb-4172	543	5	tourism	tourism	NOUN
ajceb-4172	543	6	research	research	NOUN
ajceb-4172	543	7	,	,	PUNCT
ajceb-4172	543	8	25(2	25(2	NUM
ajceb-4172	543	9	)	)	PUNCT
ajceb-4172	543	10	,	,	PUNCT
ajceb-4172	543	11	pp.107	pp.107	PROPN
ajceb-4172	543	12	-	-	SYM
ajceb-4172	543	13	31	31	NUM
ajceb-4172	543	14	.	.	PUNCT
ajceb-4172	544	1	doi	doi	PROPN
ajceb-4172	544	2	:	:	PUNCT
ajceb-4172	544	3	http://dx.doi.org/10.1177/109634800102500201	http://dx.doi.org/10.1177/109634800102500201	PROPN
ajceb-4172	544	4	zeithaml	zeithaml	PROPN
ajceb-4172	544	5	,	,	PUNCT
ajceb-4172	544	6	v.a	v.a	PROPN
ajceb-4172	544	7	.	.	PROPN
ajceb-4172	544	8	,	,	PUNCT
ajceb-4172	544	9	1988	1988	NUM
ajceb-4172	544	10	.	.	PUNCT
ajceb-4172	545	1	consumer	consumer	NOUN
ajceb-4172	545	2	perceptions	perception	NOUN
ajceb-4172	545	3	of	of	ADP
ajceb-4172	545	4	price	price	NOUN
ajceb-4172	545	5	,	,	PUNCT
ajceb-4172	545	6	quality	quality	NOUN
ajceb-4172	545	7	,	,	PUNCT
ajceb-4172	545	8	and	and	CCONJ
ajceb-4172	545	9	value	value	NOUN
ajceb-4172	545	10	:	:	PUNCT
ajceb-4172	545	11	a	a	DET
ajceb-4172	545	12	means	mean	NOUN
ajceb-4172	545	13	-	-	PUNCT
ajceb-4172	545	14	end	end	NOUN
ajceb-4172	545	15	model	model	NOUN
ajceb-4172	545	16	and	and	CCONJ
ajceb-4172	545	17	synthesis	synthesis	NOUN
ajceb-4172	545	18	of	of	ADP
ajceb-4172	545	19	evidence	evidence	NOUN
ajceb-4172	545	20	.	.	PUNCT
ajceb-4172	546	1	the	the	DET
ajceb-4172	546	2	journal	journal	NOUN
ajceb-4172	546	3	of	of	ADP
ajceb-4172	546	4	marketing	marketing	NOUN
ajceb-4172	546	5	,	,	PUNCT
ajceb-4172	546	6	pp.2	pp.2	PROPN
ajceb-4172	546	7	-	-	PUNCT
ajceb-4172	546	8	22	22	NUM
ajceb-4172	546	9	.	.	PUNCT
ajceb-4172	547	1	doi	doi	NOUN
ajceb-4172	547	2	:	:	PUNCT
ajceb-4172	547	3	http://dx.doi.org/10.2307/1251446	http://dx.doi.org/10.2307/1251446	ADJ
ajceb-4172	547	4	http://dx.doi.org/10.1108/02656719410738993	http://dx.doi.org/10.1108/02656719410738993	PROPN
ajceb-4172	547	5	http://dx.doi.org/10.1108/02656710510625211	http://dx.doi.org/10.1108/02656710510625211	VERB
ajceb-4172	548	1	http://dx.doi.org/10.1080/01446190110062104	http://dx.doi.org/10.1080/01446190110062104	PROPN
ajceb-4172	548	2	http://dx.doi.org/10.1016/s0022-4359%2896%2990014-7	http://dx.doi.org/10.1016/s0022-4359%2896%2990014-7	PROPN
ajceb-4172	548	3	http://dx.doi.org/10.1504/ijbpm.2014.063026	http://dx.doi.org/10.1504/ijbpm.2014.063026	PROPN
ajceb-4172	548	4	http://dx.doi.org/10.1243/095440505x8037	http://dx.doi.org/10.1243/095440505x8037	VERB
ajceb-4172	548	5	http://dx.doi.org/10.1016/0024-6301%2894%2990208-9	http://dx.doi.org/10.1016/0024-6301%2894%2990208-9	PROPN
ajceb-4172	548	6	http://dx.doi.org/10.1509/jmkg.68.1.1.24036	http://dx.doi.org/10.1509/jmkg.68.1.1.24036	NOUN
ajceb-4172	548	7	http://dx.doi.org/10.1002/qre.633	http://dx.doi.org/10.1002/qre.633	PROPN
ajceb-4172	548	8	http://dx.doi.org/10.1080/014461998372484	http://dx.doi.org/10.1080/014461998372484	NOUN
ajceb-4172	548	9	http://dx.doi.org/10.1177/109634800102500201	http://dx.doi.org/10.1177/109634800102500201	VERB
ajceb-4172	548	10	http://dx.doi.org/10.2307/1251446	http://dx.doi.org/10.2307/1251446	ADJ
ajceb-4172	548	11	construction	construction	NOUN
ajceb-4172	548	12	economics	economic	NOUN
ajceb-4172	548	13	and	and	CCONJ
ajceb-4172	548	14	building	building	NOUN
ajceb-4172	548	15	,	,	PUNCT
ajceb-4172	548	16	15(1	15(1	NUM
ajceb-4172	548	17	)	)	PUNCT
ajceb-4172	548	18	,	,	PUNCT
ajceb-4172	548	19	19	19	NUM
ajceb-4172	548	20	-	-	SYM
ajceb-4172	548	21	42	42	NUM
ajceb-4172	548	22	forsythe	forsythe	PROPN
ajceb-4172	548	23	40	40	NUM
ajceb-4172	548	24	appendix	appendix	NOUN
ajceb-4172	548	25	a	a	DET
ajceb-4172	548	26	buildserv	buildserv	NOUN
ajceb-4172	548	27	and	and	CCONJ
ajceb-4172	548	28	customer	customer	NOUN
ajceb-4172	548	29	satisfaction	satisfaction	NOUN
ajceb-4172	548	30	survey	survey	NOUN
ajceb-4172	548	31	scoring	scoring	NOUN
ajceb-4172	548	32	instrument	instrument	NOUN
ajceb-4172	548	33	customer	customer	NOUN
ajceb-4172	548	34	survey	survey	NOUN
ajceb-4172	548	35	during	during	ADP
ajceb-4172	548	36	construction	construction	NOUN
ajceb-4172	548	37	name	name	NOUN
ajceb-4172	548	38	……	……	NOUN
ajceb-4172	548	39	……	……	NOUN
ajceb-4172	548	40	……	……	NOUN
ajceb-4172	548	41	……	……	NOUN
ajceb-4172	548	42	……	……	NOUN
ajceb-4172	548	43	……	……	NOUN
ajceb-4172	548	44	……	……	NOUN
ajceb-4172	548	45	……	……	NOUN
ajceb-4172	548	46	……	……	NOUN
ajceb-4172	548	47	……	……	NOUN
ajceb-4172	548	48	……	……	NOUN
ajceb-4172	548	49	..	..	PUNCT
ajceb-4172	548	50	date	date	NOUN
ajceb-4172	548	51	……	……	NOUN
ajceb-4172	548	52	……	……	NOUN
ajceb-4172	548	53	……	……	NOUN
ajceb-4172	548	54	……	……	NOUN
ajceb-4172	548	55	……	……	NOUN
ajceb-4172	548	56	attached	attach	VERB
ajceb-4172	548	57	is	be	AUX
ajceb-4172	548	58	a	a	DET
ajceb-4172	548	59	survey	survey	NOUN
ajceb-4172	548	60	asking	ask	VERB
ajceb-4172	548	61	you	you	PRON
ajceb-4172	548	62	to	to	PART
ajceb-4172	548	63	report	report	VERB
ajceb-4172	548	64	your	your	PRON
ajceb-4172	548	65	experiences	experience	NOUN
ajceb-4172	548	66	on	on	ADP
ajceb-4172	548	67	the	the	DET
ajceb-4172	548	68	current	current	ADJ
ajceb-4172	548	69	stage	stage	NOUN
ajceb-4172	548	70	of	of	ADP
ajceb-4172	548	71	construction	construction	NOUN
ajceb-4172	548	72	project	project	NOUN
ajceb-4172	548	73	.	.	PUNCT
ajceb-4172	549	1	the	the	DET
ajceb-4172	549	2	survey	survey	NOUN
ajceb-4172	549	3	is	be	AUX
ajceb-4172	549	4	in	in	ADP
ajceb-4172	549	5	two	two	NUM
ajceb-4172	549	6	parts	part	NOUN
ajceb-4172	549	7	.	.	PUNCT
ajceb-4172	550	1	the	the	DET
ajceb-4172	550	2	first	first	ADJ
ajceb-4172	550	3	asks	ask	VERB
ajceb-4172	550	4	the	the	DET
ajceb-4172	550	5	quality	quality	NOUN
ajceb-4172	550	6	of	of	ADP
ajceb-4172	550	7	service	service	NOUN
ajceb-4172	550	8	provided	provide	VERB
ajceb-4172	550	9	by	by	ADP
ajceb-4172	550	10	your	your	PRON
ajceb-4172	550	11	builder	builder	NOUN
ajceb-4172	550	12	and	and	CCONJ
ajceb-4172	550	13	focuses	focus	VERB
ajceb-4172	550	14	on	on	ADP
ajceb-4172	550	15	the	the	DET
ajceb-4172	550	16	actual	actual	ADJ
ajceb-4172	550	17	building	building	NOUN
ajceb-4172	550	18	process	process	NOUN
ajceb-4172	550	19	.	.	PUNCT
ajceb-4172	551	1	the	the	DET
ajceb-4172	551	2	second	second	ADJ
ajceb-4172	551	3	part	part	NOUN
ajceb-4172	551	4	focuses	focus	VERB
ajceb-4172	551	5	on	on	ADP
ajceb-4172	551	6	the	the	DET
ajceb-4172	551	7	quality	quality	NOUN
ajceb-4172	551	8	of	of	ADP
ajceb-4172	551	9	the	the	DET
ajceb-4172	551	10	physical	physical	ADJ
ajceb-4172	551	11	construction	construction	NOUN
ajceb-4172	551	12	(	(	PUNCT
ajceb-4172	551	13	e.g.	e.g.	ADV
ajceb-4172	551	14	the	the	DET
ajceb-4172	551	15	end	end	NOUN
ajceb-4172	551	16	product	product	NOUN
ajceb-4172	551	17	)	)	PUNCT
ajceb-4172	551	18	provided	provide	VERB
ajceb-4172	551	19	by	by	ADP
ajceb-4172	551	20	the	the	DET
ajceb-4172	551	21	service	service	NOUN
ajceb-4172	551	22	.	.	PUNCT
ajceb-4172	552	1	in	in	ADP
ajceb-4172	552	2	answering	answer	VERB
ajceb-4172	552	3	the	the	DET
ajceb-4172	552	4	surveys	survey	NOUN
ajceb-4172	552	5	please	please	INTJ
ajceb-4172	552	6	skim	skim	VERB
ajceb-4172	552	7	through	through	ADP
ajceb-4172	552	8	the	the	DET
ajceb-4172	552	9	variety	variety	NOUN
ajceb-4172	552	10	of	of	ADP
ajceb-4172	552	11	questions	question	NOUN
ajceb-4172	552	12	before	before	ADP
ajceb-4172	552	13	answering	answer	VERB
ajceb-4172	552	14	them	they	PRON
ajceb-4172	552	15	.	.	PUNCT
ajceb-4172	553	1	this	this	PRON
ajceb-4172	553	2	will	will	AUX
ajceb-4172	553	3	help	help	VERB
ajceb-4172	553	4	you	you	PRON
ajceb-4172	553	5	give	give	VERB
ajceb-4172	553	6	a	a	DET
ajceb-4172	553	7	carefully	carefully	ADV
ajceb-4172	553	8	considered	consider	VERB
ajceb-4172	553	9	response	response	NOUN
ajceb-4172	553	10	.	.	PUNCT
ajceb-4172	554	1	respond	respond	VERB
ajceb-4172	554	2	to	to	ADP
ajceb-4172	554	3	each	each	DET
ajceb-4172	554	4	item	item	NOUN
ajceb-4172	554	5	from	from	ADP
ajceb-4172	554	6	your	your	PRON
ajceb-4172	554	7	own	own	ADJ
ajceb-4172	554	8	perspective	perspective	NOUN
ajceb-4172	554	9	,	,	PUNCT
ajceb-4172	554	10	we	we	PRON
ajceb-4172	554	11	are	be	AUX
ajceb-4172	554	12	interested	interested	ADJ
ajceb-4172	554	13	in	in	ADP
ajceb-4172	554	14	how	how	SCONJ
ajceb-4172	554	15	you	you	PRON
ajceb-4172	554	16	are	be	AUX
ajceb-4172	554	17	finding	find	VERB
ajceb-4172	554	18	the	the	DET
ajceb-4172	554	19	building	building	NOUN
ajceb-4172	554	20	experience	experience	NOUN
ajceb-4172	554	21	and	and	CCONJ
ajceb-4172	554	22	your	your	PRON
ajceb-4172	554	23	views	view	NOUN
ajceb-4172	554	24	of	of	ADP
ajceb-4172	554	25	the	the	DET
ajceb-4172	554	26	outcomes	outcome	NOUN
ajceb-4172	554	27	.	.	PUNCT
ajceb-4172	555	1	before	before	ADP
ajceb-4172	555	2	commencing	commence	VERB
ajceb-4172	555	3	the	the	DET
ajceb-4172	555	4	survey	survey	NOUN
ajceb-4172	555	5	could	could	AUX
ajceb-4172	555	6	you	you	PRON
ajceb-4172	555	7	please	please	INTJ
ajceb-4172	555	8	indicate	indicate	VERB
ajceb-4172	555	9	by	by	ADP
ajceb-4172	555	10	circling	circle	VERB
ajceb-4172	555	11	a	a	DET
ajceb-4172	555	12	number	number	NOUN
ajceb-4172	555	13	on	on	ADP
ajceb-4172	555	14	the	the	DET
ajceb-4172	555	15	scale	scale	NOUN
ajceb-4172	555	16	below	below	ADV
ajceb-4172	555	17	,	,	PUNCT
ajceb-4172	555	18	how	how	SCONJ
ajceb-4172	555	19	satisfied	satisfied	ADJ
ajceb-4172	555	20	you	you	PRON
ajceb-4172	555	21	have	have	AUX
ajceb-4172	555	22	been	be	AUX
ajceb-4172	555	23	with	with	ADP
ajceb-4172	555	24	the	the	DET
ajceb-4172	555	25	overall	overall	ADJ
ajceb-4172	555	26	performance	performance	NOUN
ajceb-4172	555	27	of	of	ADP
ajceb-4172	555	28	your	your	PRON
ajceb-4172	555	29	builder	builder	NOUN
ajceb-4172	555	30	at	at	ADP
ajceb-4172	555	31	this	this	DET
ajceb-4172	555	32	point	point	NOUN
ajceb-4172	555	33	in	in	ADP
ajceb-4172	555	34	time	time	NOUN
ajceb-4172	555	35	.	.	PUNCT
ajceb-4172	556	1	construction	construction	NOUN
ajceb-4172	556	2	economics	economic	NOUN
ajceb-4172	556	3	and	and	CCONJ
ajceb-4172	556	4	building	building	NOUN
ajceb-4172	556	5	,	,	PUNCT
ajceb-4172	556	6	15	15	NUM
ajceb-4172	556	7	(	(	PUNCT
ajceb-4172	556	8	1	1	NUM
ajceb-4172	556	9	)	)	PUNCT
ajceb-4172	556	10	,	,	PUNCT
ajceb-4172	556	11	19	19	NUM
ajceb-4172	556	12	-	-	SYM
ajceb-4172	556	13	42	42	NUM
ajceb-4172	556	14	forsythe	forsythe	PROPN
ajceb-4172	556	15	41	41	NUM
ajceb-4172	556	16	customer	customer	NOUN
ajceb-4172	556	17	’s	’s	PART
ajceb-4172	556	18	perception	perception	NOUN
ajceb-4172	556	19	of	of	ADP
ajceb-4172	556	20	service	service	NOUN
ajceb-4172	556	21	quality	quality	NOUN
ajceb-4172	556	22	name	name	NOUN
ajceb-4172	556	23	…	…	PUNCT
ajceb-4172	556	24	……	……	NOUN
ajceb-4172	556	25	……	……	NOUN
ajceb-4172	556	26	……	……	NOUN
ajceb-4172	556	27	……	……	NOUN
ajceb-4172	556	28	……	……	NOUN
ajceb-4172	556	29	……	……	NOUN
ajceb-4172	556	30	..	..	PUNCT
ajceb-4172	556	31	date	date	NOUN
ajceb-4172	556	32	……	……	NOUN
ajceb-4172	556	33	……	……	NOUN
ajceb-4172	556	34	……	……	NOUN
ajceb-4172	556	35	……	……	NOUN
ajceb-4172	556	36	……	……	NOUN
ajceb-4172	556	37	……	……	NOUN
ajceb-4172	556	38	please	please	INTJ
ajceb-4172	556	39	think	think	VERB
ajceb-4172	556	40	about	about	ADP
ajceb-4172	556	41	the	the	DET
ajceb-4172	556	42	quality	quality	NOUN
ajceb-4172	556	43	of	of	ADP
ajceb-4172	556	44	service	service	NOUN
ajceb-4172	556	45	provided	provide	VERB
ajceb-4172	556	46	on	on	ADP
ajceb-4172	556	47	your	your	PRON
ajceb-4172	556	48	project	project	NOUN
ajceb-4172	556	49	,	,	PUNCT
ajceb-4172	556	50	compared	compare	VERB
ajceb-4172	556	51	to	to	ADP
ajceb-4172	556	52	your	your	PRON
ajceb-4172	556	53	ideal	ideal	ADJ
ajceb-4172	556	54	level	level	NOUN
ajceb-4172	556	55	of	of	ADP
ajceb-4172	556	56	service	service	NOUN
ajceb-4172	556	57	.	.	PUNCT
ajceb-4172	557	1	your	your	PRON
ajceb-4172	557	2	‘	'	PUNCT
ajceb-4172	557	3	ideal	ideal	ADJ
ajceb-4172	557	4	’	'	PUNCT
ajceb-4172	557	5	level	level	NOUN
ajceb-4172	557	6	is	be	AUX
ajceb-4172	557	7	the	the	DET
ajceb-4172	557	8	level	level	NOUN
ajceb-4172	557	9	of	of	ADP
ajceb-4172	557	10	performance	performance	NOUN
ajceb-4172	557	11	you	you	PRON
ajceb-4172	557	12	believe	believe	VERB
ajceb-4172	557	13	a	a	DET
ajceb-4172	557	14	building	building	NOUN
ajceb-4172	557	15	company	company	NOUN
ajceb-4172	557	16	can	can	AUX
ajceb-4172	557	17	and	and	CCONJ
ajceb-4172	557	18	should	should	AUX
ajceb-4172	557	19	provide	provide	VERB
ajceb-4172	557	20	.	.	PUNCT
ajceb-4172	558	1	please	please	INTJ
ajceb-4172	558	2	rate	rate	VERB
ajceb-4172	558	3	the	the	DET
ajceb-4172	558	4	service	service	NOUN
ajceb-4172	558	5	provided	provide	VERB
ajceb-4172	558	6	,	,	PUNCT
ajceb-4172	558	7	by	by	ADP
ajceb-4172	558	8	circling	circle	VERB
ajceb-4172	558	9	a	a	DET
ajceb-4172	558	10	number	number	NOUN
ajceb-4172	558	11	between	between	ADP
ajceb-4172	558	12	1	1	NUM
ajceb-4172	558	13	and	and	CCONJ
ajceb-4172	558	14	9	9	NUM
ajceb-4172	558	15	for	for	ADP
ajceb-4172	558	16	all	all	PRON
ajceb-4172	558	17	of	of	ADP
ajceb-4172	558	18	the	the	DET
ajceb-4172	558	19	following	following	ADJ
ajceb-4172	558	20	statements	statement	NOUN
ajceb-4172	558	21	,	,	PUNCT
ajceb-4172	558	22	unless	unless	SCONJ
ajceb-4172	558	23	you	you	PRON
ajceb-4172	558	24	have	have	VERB
ajceb-4172	558	25	no	no	DET
ajceb-4172	558	26	opinion	opinion	NOUN
ajceb-4172	558	27	the	the	DET
ajceb-4172	558	28	builder	builder	NOUN
ajceb-4172	558	29	’s	’s	PART
ajceb-4172	558	30	service	service	NOUN
ajceb-4172	558	31	performance	performance	NOUN
ajceb-4172	558	32	is	be	AUX
ajceb-4172	558	33	:	:	PUNCT
ajceb-4172	558	34	when	when	SCONJ
ajceb-4172	558	35	it	it	PRON
ajceb-4172	558	36	comes	come	VERB
ajceb-4172	558	37	to	to	ADP
ajceb-4172	558	38	:	:	PUNCT
ajceb-4172	558	39	lower	low	ADJ
ajceb-4172	558	40	than	than	ADP
ajceb-4172	558	41	my	my	PRON
ajceb-4172	558	42	ideal	ideal	ADJ
ajceb-4172	558	43	level	level	NOUN
ajceb-4172	558	44	the	the	DET
ajceb-4172	558	45	same	same	ADJ
ajceb-4172	558	46	as	as	ADP
ajceb-4172	558	47	my	my	PRON
ajceb-4172	558	48	ideal	ideal	ADJ
ajceb-4172	558	49	level	level	NOUN
ajceb-4172	558	50	higher	high	ADJ
ajceb-4172	558	51	than	than	ADP
ajceb-4172	558	52	my	my	PRON
ajceb-4172	558	53	ideal	ideal	ADJ
ajceb-4172	558	54	level	level	NOUN
ajceb-4172	558	55	no	no	DET
ajceb-4172	558	56	opinion	opinion	NOUN
ajceb-4172	558	57	1	1	NUM
ajceb-4172	558	58	.	.	PUNCT
ajceb-4172	558	59	providing	provide	VERB
ajceb-4172	558	60	service	service	NOUN
ajceb-4172	558	61	as	as	SCONJ
ajceb-4172	558	62	promised	promise	VERB
ajceb-4172	558	63	1	1	NUM
ajceb-4172	558	64	2	2	NUM
ajceb-4172	558	65	3	3	NUM
ajceb-4172	558	66	4	4	NUM
ajceb-4172	558	67	5	5	NUM
ajceb-4172	558	68	6	6	NUM
ajceb-4172	558	69	7	7	NUM
ajceb-4172	558	70	8	8	NUM
ajceb-4172	558	71	9	9	NUM
ajceb-4172	558	72	n	n	DET
ajceb-4172	558	73	2	2	NUM
ajceb-4172	558	74	.	.	PUNCT
ajceb-4172	558	75	dependability	dependability	NOUN
ajceb-4172	558	76	in	in	ADP
ajceb-4172	558	77	handling	handle	VERB
ajceb-4172	558	78	customer	customer	NOUN
ajceb-4172	558	79	’s	’s	PART
ajceb-4172	558	80	service	service	NOUN
ajceb-4172	558	81	problems	problem	NOUN
ajceb-4172	558	82	1	1	NUM
ajceb-4172	558	83	2	2	NUM
ajceb-4172	558	84	3	3	NUM
ajceb-4172	558	85	4	4	NUM
ajceb-4172	558	86	5	5	NUM
ajceb-4172	558	87	6	6	NUM
ajceb-4172	558	88	7	7	NUM
ajceb-4172	558	89	8	8	NUM
ajceb-4172	558	90	9	9	NUM
ajceb-4172	558	91	n	n	PRON
ajceb-4172	558	92	3	3	NUM
ajceb-4172	558	93	.	.	PUNCT
ajceb-4172	558	94	performing	perform	VERB
ajceb-4172	558	95	services	service	NOUN
ajceb-4172	558	96	right	right	ADV
ajceb-4172	558	97	the	the	DET
ajceb-4172	558	98	first	first	ADJ
ajceb-4172	558	99	time	time	NOUN
ajceb-4172	558	100	1	1	NUM
ajceb-4172	558	101	2	2	NUM
ajceb-4172	558	102	3	3	NUM
ajceb-4172	558	103	4	4	NUM
ajceb-4172	558	104	5	5	NUM
ajceb-4172	558	105	6	6	NUM
ajceb-4172	558	106	7	7	NUM
ajceb-4172	558	107	8	8	NUM
ajceb-4172	558	108	9	9	NUM
ajceb-4172	558	109	n	n	PRON
ajceb-4172	558	110	4	4	NUM
ajceb-4172	558	111	.	.	PUNCT
ajceb-4172	558	112	providing	provide	VERB
ajceb-4172	558	113	services	service	NOUN
ajceb-4172	558	114	at	at	ADP
ajceb-4172	558	115	the	the	DET
ajceb-4172	558	116	promised	promise	VERB
ajceb-4172	558	117	time	time	NOUN
ajceb-4172	558	118	1	1	NUM
ajceb-4172	558	119	2	2	NUM
ajceb-4172	558	120	3	3	NUM
ajceb-4172	558	121	4	4	NUM
ajceb-4172	558	122	5	5	NUM
ajceb-4172	558	123	6	6	NUM
ajceb-4172	558	124	7	7	NUM
ajceb-4172	558	125	8	8	NUM
ajceb-4172	558	126	9	9	NUM
ajceb-4172	558	127	n	n	DET
ajceb-4172	558	128	5	5	NUM
ajceb-4172	558	129	.	.	PUNCT
ajceb-4172	558	130	maintaining	maintain	VERB
ajceb-4172	558	131	error	error	NOUN
ajceb-4172	558	132	free	free	ADJ
ajceb-4172	558	133	records	record	NOUN
ajceb-4172	558	134	(	(	PUNCT
ajceb-4172	558	135	e.g.	e.g.	ADV
ajceb-4172	558	136	financial	financial	ADJ
ajceb-4172	558	137	)	)	PUNCT
ajceb-4172	559	1	1	1	NUM
ajceb-4172	559	2	2	2	NUM
ajceb-4172	559	3	3	3	NUM
ajceb-4172	559	4	4	4	NUM
ajceb-4172	559	5	5	5	NUM
ajceb-4172	559	6	6	6	NUM
ajceb-4172	559	7	7	7	NUM
ajceb-4172	559	8	8	8	NUM
ajceb-4172	559	9	9	9	NUM
ajceb-4172	559	10	n	n	DET
ajceb-4172	559	11	6	6	NUM
ajceb-4172	559	12	.	.	PUNCT
ajceb-4172	559	13	keeping	keep	VERB
ajceb-4172	559	14	customers	customer	NOUN
ajceb-4172	559	15	informed	inform	VERB
ajceb-4172	559	16	of	of	ADP
ajceb-4172	559	17	when	when	SCONJ
ajceb-4172	559	18	services	service	NOUN
ajceb-4172	559	19	will	will	AUX
ajceb-4172	559	20	be	be	AUX
ajceb-4172	559	21	performed	perform	VERB
ajceb-4172	559	22	1	1	NUM
ajceb-4172	559	23	2	2	NUM
ajceb-4172	559	24	3	3	NUM
ajceb-4172	559	25	4	4	NUM
ajceb-4172	559	26	5	5	NUM
ajceb-4172	559	27	6	6	NUM
ajceb-4172	559	28	7	7	NUM
ajceb-4172	559	29	8	8	NUM
ajceb-4172	559	30	9	9	NUM
ajceb-4172	559	31	n	n	DET
ajceb-4172	559	32	7	7	NUM
ajceb-4172	559	33	.	.	PUNCT
ajceb-4172	560	1	prompt	prompt	ADJ
ajceb-4172	560	2	service	service	NOUN
ajceb-4172	560	3	to	to	ADP
ajceb-4172	560	4	customers	customer	NOUN
ajceb-4172	560	5	1	1	NUM
ajceb-4172	560	6	2	2	NUM
ajceb-4172	560	7	3	3	NUM
ajceb-4172	560	8	4	4	NUM
ajceb-4172	560	9	5	5	NUM
ajceb-4172	560	10	6	6	NUM
ajceb-4172	560	11	7	7	NUM
ajceb-4172	560	12	8	8	NUM
ajceb-4172	560	13	9	9	NUM
ajceb-4172	560	14	n	n	DET
ajceb-4172	560	15	8	8	NUM
ajceb-4172	560	16	.	.	PUNCT
ajceb-4172	560	17	willingness	willingness	NOUN
ajceb-4172	560	18	to	to	PART
ajceb-4172	560	19	help	help	VERB
ajceb-4172	560	20	customers	customer	NOUN
ajceb-4172	560	21	1	1	NUM
ajceb-4172	560	22	2	2	NUM
ajceb-4172	560	23	3	3	NUM
ajceb-4172	560	24	4	4	NUM
ajceb-4172	560	25	5	5	NUM
ajceb-4172	560	26	6	6	NUM
ajceb-4172	560	27	7	7	NUM
ajceb-4172	560	28	8	8	NUM
ajceb-4172	560	29	9	9	NUM
ajceb-4172	560	30	n	n	DET
ajceb-4172	560	31	9	9	NUM
ajceb-4172	560	32	.	.	PUNCT
ajceb-4172	560	33	readiness	readiness	NOUN
ajceb-4172	560	34	to	to	PART
ajceb-4172	560	35	respond	respond	VERB
ajceb-4172	560	36	to	to	ADP
ajceb-4172	560	37	customer	customer	NOUN
ajceb-4172	560	38	’s	’s	PART
ajceb-4172	560	39	requests	request	NOUN
ajceb-4172	560	40	1	1	NUM
ajceb-4172	560	41	2	2	NUM
ajceb-4172	560	42	3	3	NUM
ajceb-4172	560	43	4	4	NUM
ajceb-4172	560	44	5	5	NUM
ajceb-4172	560	45	6	6	NUM
ajceb-4172	560	46	7	7	NUM
ajceb-4172	560	47	8	8	NUM
ajceb-4172	560	48	9	9	NUM
ajceb-4172	560	49	n	n	DET
ajceb-4172	560	50	10	10	NUM
ajceb-4172	560	51	.	.	PUNCT
ajceb-4172	561	1	confidence	confidence	NOUN
ajceb-4172	561	2	in	in	ADP
ajceb-4172	561	3	trustworthiness	trustworthiness	NOUN
ajceb-4172	561	4	and	and	CCONJ
ajceb-4172	561	5	honesty	honesty	NOUN
ajceb-4172	561	6	1	1	NUM
ajceb-4172	561	7	2	2	NUM
ajceb-4172	561	8	3	3	NUM
ajceb-4172	561	9	4	4	NUM
ajceb-4172	561	10	5	5	NUM
ajceb-4172	561	11	6	6	NUM
ajceb-4172	561	12	7	7	NUM
ajceb-4172	561	13	8	8	NUM
ajceb-4172	561	14	9	9	NUM
ajceb-4172	561	15	n	n	DET
ajceb-4172	561	16	11	11	NUM
ajceb-4172	561	17	.	.	PUNCT
ajceb-4172	562	1	make	make	VERB
ajceb-4172	562	2	customers	customer	NOUN
ajceb-4172	562	3	feel	feel	VERB
ajceb-4172	562	4	safe	safe	ADJ
ajceb-4172	562	5	in	in	ADP
ajceb-4172	562	6	their	their	PRON
ajceb-4172	562	7	transactions	transaction	NOUN
ajceb-4172	562	8	1	1	NUM
ajceb-4172	562	9	2	2	NUM
ajceb-4172	562	10	3	3	NUM
ajceb-4172	562	11	4	4	NUM
ajceb-4172	562	12	5	5	NUM
ajceb-4172	562	13	6	6	NUM
ajceb-4172	562	14	7	7	NUM
ajceb-4172	562	15	8	8	NUM
ajceb-4172	562	16	9	9	NUM
ajceb-4172	562	17	n	n	DET
ajceb-4172	562	18	construction	construction	NOUN
ajceb-4172	562	19	economics	economic	NOUN
ajceb-4172	562	20	and	and	CCONJ
ajceb-4172	562	21	building	building	NOUN
ajceb-4172	562	22	,	,	PUNCT
ajceb-4172	562	23	15	15	NUM
ajceb-4172	562	24	(	(	PUNCT
ajceb-4172	562	25	1	1	NUM
ajceb-4172	562	26	)	)	PUNCT
ajceb-4172	562	27	,	,	PUNCT
ajceb-4172	562	28	19	19	NUM
ajceb-4172	562	29	-	-	SYM
ajceb-4172	562	30	42	42	NUM
ajceb-4172	562	31	forsythe	forsythe	PROPN
ajceb-4172	562	32	42	42	NUM
ajceb-4172	562	33	the	the	DET
ajceb-4172	562	34	builder	builder	NOUN
ajceb-4172	562	35	’s	’s	PART
ajceb-4172	562	36	service	service	NOUN
ajceb-4172	562	37	performance	performance	NOUN
ajceb-4172	562	38	is	be	AUX
ajceb-4172	562	39	:	:	PUNCT
ajceb-4172	562	40	when	when	SCONJ
ajceb-4172	562	41	it	it	PRON
ajceb-4172	562	42	comes	come	VERB
ajceb-4172	562	43	to	to	ADP
ajceb-4172	562	44	:	:	PUNCT
ajceb-4172	562	45	lower	low	ADJ
ajceb-4172	562	46	than	than	ADP
ajceb-4172	562	47	my	my	PRON
ajceb-4172	562	48	ideal	ideal	ADJ
ajceb-4172	562	49	level	level	NOUN
ajceb-4172	562	50	the	the	DET
ajceb-4172	562	51	same	same	ADJ
ajceb-4172	562	52	as	as	ADP
ajceb-4172	562	53	my	my	PRON
ajceb-4172	562	54	ideal	ideal	ADJ
ajceb-4172	562	55	level	level	NOUN
ajceb-4172	562	56	higher	high	ADJ
ajceb-4172	562	57	than	than	ADP
ajceb-4172	562	58	my	my	PRON
ajceb-4172	562	59	ideal	ideal	ADJ
ajceb-4172	562	60	level	level	NOUN
ajceb-4172	562	61	no	no	DET
ajceb-4172	562	62	opinion	opinion	NOUN
ajceb-4172	562	63	12	12	NUM
ajceb-4172	562	64	.	.	PUNCT
ajceb-4172	563	1	being	be	AUX
ajceb-4172	563	2	consistently	consistently	ADV
ajceb-4172	563	3	courteous	courteous	ADJ
ajceb-4172	563	4	,	,	PUNCT
ajceb-4172	563	5	1	1	NUM
ajceb-4172	563	6	2	2	NUM
ajceb-4172	563	7	3	3	NUM
ajceb-4172	563	8	4	4	NUM
ajceb-4172	563	9	5	5	NUM
ajceb-4172	563	10	6	6	NUM
ajceb-4172	563	11	7	7	NUM
ajceb-4172	563	12	8	8	NUM
ajceb-4172	563	13	9	9	NUM
ajceb-4172	563	14	n	n	DET
ajceb-4172	563	15	13	13	NUM
ajceb-4172	563	16	.	.	PUNCT
ajceb-4172	564	1	having	have	VERB
ajceb-4172	564	2	the	the	DET
ajceb-4172	564	3	knowledge	knowledge	NOUN
ajceb-4172	564	4	to	to	PART
ajceb-4172	564	5	answer	answer	VERB
ajceb-4172	564	6	customer	customer	NOUN
ajceb-4172	564	7	questions	question	NOUN
ajceb-4172	564	8	1	1	NUM
ajceb-4172	564	9	2	2	NUM
ajceb-4172	564	10	3	3	NUM
ajceb-4172	564	11	4	4	NUM
ajceb-4172	564	12	5	5	NUM
ajceb-4172	564	13	6	6	NUM
ajceb-4172	564	14	7	7	NUM
ajceb-4172	564	15	8	8	NUM
ajceb-4172	564	16	9	9	NUM
ajceb-4172	564	17	n	n	DET
ajceb-4172	564	18	14	14	NUM
ajceb-4172	564	19	.	.	PUNCT
ajceb-4172	565	1	giving	give	VERB
ajceb-4172	565	2	customers	customer	NOUN
ajceb-4172	565	3	individual	individual	ADJ
ajceb-4172	565	4	attention	attention	NOUN
ajceb-4172	565	5	1	1	NUM
ajceb-4172	565	6	2	2	NUM
ajceb-4172	565	7	3	3	NUM
ajceb-4172	565	8	4	4	NUM
ajceb-4172	565	9	5	5	NUM
ajceb-4172	565	10	6	6	NUM
ajceb-4172	565	11	7	7	NUM
ajceb-4172	565	12	8	8	NUM
ajceb-4172	565	13	9	9	NUM
ajceb-4172	565	14	n	n	DET
ajceb-4172	565	15	15	15	NUM
ajceb-4172	565	16	.	.	PUNCT
ajceb-4172	566	1	dealing	deal	VERB
ajceb-4172	566	2	with	with	ADP
ajceb-4172	566	3	customers	customer	NOUN
ajceb-4172	566	4	in	in	ADP
ajceb-4172	566	5	a	a	DET
ajceb-4172	566	6	caring	care	VERB
ajceb-4172	566	7	fashion	fashion	NOUN
ajceb-4172	566	8	1	1	NUM
ajceb-4172	566	9	2	2	NUM
ajceb-4172	566	10	3	3	NUM
ajceb-4172	566	11	4	4	NUM
ajceb-4172	566	12	5	5	NUM
ajceb-4172	566	13	6	6	NUM
ajceb-4172	566	14	7	7	NUM
ajceb-4172	566	15	8	8	NUM
ajceb-4172	566	16	9	9	NUM
ajceb-4172	566	17	n	n	DET
ajceb-4172	566	18	16	16	NUM
ajceb-4172	566	19	.	.	PUNCT
ajceb-4172	567	1	having	have	VERB
ajceb-4172	567	2	the	the	DET
ajceb-4172	567	3	customer	customer	NOUN
ajceb-4172	567	4	’s	’s	PART
ajceb-4172	567	5	best	good	ADJ
ajceb-4172	567	6	interests	interest	NOUN
ajceb-4172	567	7	at	at	ADP
ajceb-4172	567	8	heart	heart	NOUN
ajceb-4172	567	9	1	1	NUM
ajceb-4172	567	10	2	2	NUM
ajceb-4172	567	11	3	3	NUM
ajceb-4172	567	12	4	4	NUM
ajceb-4172	567	13	5	5	NUM
ajceb-4172	567	14	6	6	NUM
ajceb-4172	567	15	7	7	NUM
ajceb-4172	567	16	8	8	NUM
ajceb-4172	567	17	9	9	NUM
ajceb-4172	567	18	n	n	DET
ajceb-4172	567	19	17	17	NUM
ajceb-4172	567	20	.	.	PUNCT
ajceb-4172	568	1	understanding	understand	VERB
ajceb-4172	568	2	the	the	DET
ajceb-4172	568	3	needs	need	NOUN
ajceb-4172	568	4	of	of	ADP
ajceb-4172	568	5	their	their	PRON
ajceb-4172	568	6	customers	customer	NOUN
ajceb-4172	568	7	1	1	NUM
ajceb-4172	568	8	2	2	NUM
ajceb-4172	568	9	3	3	NUM
ajceb-4172	568	10	4	4	NUM
ajceb-4172	568	11	5	5	NUM
ajceb-4172	568	12	6	6	NUM
ajceb-4172	568	13	7	7	NUM
ajceb-4172	568	14	8	8	NUM
ajceb-4172	568	15	9	9	NUM
ajceb-4172	568	16	n	n	DET
ajceb-4172	568	17	18	18	NUM
ajceb-4172	568	18	.	.	PUNCT
ajceb-4172	569	1	convenient	convenient	ADJ
ajceb-4172	569	2	business	business	NOUN
ajceb-4172	569	3	hours	hour	NOUN
ajceb-4172	569	4	1	1	NUM
ajceb-4172	569	5	2	2	NUM
ajceb-4172	569	6	3	3	NUM
ajceb-4172	569	7	4	4	NUM
ajceb-4172	569	8	5	5	NUM
ajceb-4172	569	9	6	6	NUM
ajceb-4172	569	10	7	7	NUM
ajceb-4172	569	11	8	8	NUM
ajceb-4172	569	12	9	9	NUM
ajceb-4172	569	13	n	n	DET
ajceb-4172	569	14	19	19	NUM
ajceb-4172	569	15	.	.	PUNCT
ajceb-4172	570	1	modern	modern	ADJ
ajceb-4172	570	2	equipment	equipment	NOUN
ajceb-4172	570	3	1	1	NUM
ajceb-4172	570	4	2	2	NUM
ajceb-4172	570	5	3	3	NUM
ajceb-4172	570	6	4	4	NUM
ajceb-4172	570	7	5	5	NUM
ajceb-4172	570	8	6	6	NUM
ajceb-4172	570	9	7	7	NUM
ajceb-4172	570	10	8	8	NUM
ajceb-4172	570	11	9	9	NUM
ajceb-4172	570	12	n	n	DET
ajceb-4172	570	13	20	20	NUM
ajceb-4172	570	14	.	.	PUNCT
ajceb-4172	571	1	visually	visually	ADV
ajceb-4172	571	2	appealing	appealing	ADJ
ajceb-4172	571	3	facilities	facility	NOUN
ajceb-4172	571	4	1	1	NUM
ajceb-4172	571	5	2	2	NUM
ajceb-4172	571	6	3	3	NUM
ajceb-4172	571	7	4	4	NUM
ajceb-4172	571	8	5	5	NUM
ajceb-4172	571	9	6	6	NUM
ajceb-4172	571	10	7	7	NUM
ajceb-4172	571	11	8	8	NUM
ajceb-4172	571	12	9	9	NUM
ajceb-4172	571	13	n	n	DET
ajceb-4172	571	14	21	21	NUM
ajceb-4172	571	15	.	.	PUNCT
ajceb-4172	572	1	having	have	VERB
ajceb-4172	572	2	a	a	DET
ajceb-4172	572	3	neat	neat	ADJ
ajceb-4172	572	4	,	,	PUNCT
ajceb-4172	572	5	professional	professional	ADJ
ajceb-4172	572	6	appearance	appearance	NOUN
ajceb-4172	572	7	1	1	NUM
ajceb-4172	572	8	2	2	NUM
ajceb-4172	572	9	3	3	NUM
ajceb-4172	572	10	4	4	NUM
ajceb-4172	572	11	5	5	NUM
ajceb-4172	572	12	6	6	NUM
ajceb-4172	572	13	7	7	NUM
ajceb-4172	572	14	8	8	NUM
ajceb-4172	572	15	9	9	NUM
ajceb-4172	572	16	n	n	DET
ajceb-4172	572	17	22	22	NUM
ajceb-4172	572	18	.	.	PUNCT
ajceb-4172	573	1	initiative	initiative	NOUN
ajceb-4172	573	2	(	(	PUNCT
ajceb-4172	573	3	e.g.	e.g.	ADV
ajceb-4172	573	4	in	in	ADP
ajceb-4172	573	5	solving	solve	VERB
ajceb-4172	573	6	problems	problem	NOUN
ajceb-4172	573	7	and	and	CCONJ
ajceb-4172	573	8	customising	customise	VERB
ajceb-4172	573	9	the	the	DET
ajceb-4172	573	10	work	work	NOUN
ajceb-4172	573	11	)	)	PUNCT
ajceb-4172	573	12	1	1	NUM
ajceb-4172	573	13	2	2	NUM
ajceb-4172	573	14	3	3	NUM
ajceb-4172	573	15	4	4	NUM
ajceb-4172	573	16	5	5	NUM
ajceb-4172	573	17	6	6	NUM
ajceb-4172	573	18	7	7	NUM
ajceb-4172	573	19	8	8	NUM
ajceb-4172	573	20	9	9	NUM
ajceb-4172	573	21	n	n	DET
ajceb-4172	573	22	23	23	NUM
ajceb-4172	573	23	.	.	PUNCT
ajceb-4172	574	1	pride	pride	NOUN
ajceb-4172	574	2	in	in	ADP
ajceb-4172	574	3	work	work	NOUN
ajceb-4172	574	4	1	1	NUM
ajceb-4172	574	5	2	2	NUM
ajceb-4172	574	6	3	3	NUM
ajceb-4172	574	7	4	4	NUM
ajceb-4172	574	8	5	5	NUM
ajceb-4172	574	9	6	6	NUM
ajceb-4172	574	10	7	7	NUM
ajceb-4172	574	11	8	8	NUM
ajceb-4172	574	12	9	9	NUM
ajceb-4172	574	13	n	n	DET
ajceb-4172	574	14	24	24	NUM
ajceb-4172	574	15	.	.	PUNCT
ajceb-4172	575	1	cooperation	cooperation	NOUN
ajceb-4172	575	2	and	and	CCONJ
ajceb-4172	575	3	flexibility	flexibility	NOUN
ajceb-4172	575	4	1	1	NUM
ajceb-4172	575	5	2	2	NUM
ajceb-4172	575	6	3	3	NUM
ajceb-4172	575	7	4	4	NUM
ajceb-4172	575	8	5	5	NUM
ajceb-4172	575	9	6	6	NUM
ajceb-4172	575	10	7	7	NUM
ajceb-4172	575	11	8	8	NUM
ajceb-4172	575	12	9	9	NUM
ajceb-4172	575	13	n	n	DET
ajceb-4172	575	14	25	25	NUM
ajceb-4172	575	15	.	.	PUNCT
ajceb-4172	576	1	open	open	ADJ
ajceb-4172	576	2	communicator	communicator	NOUN
ajceb-4172	576	3	1	1	NUM
ajceb-4172	576	4	2	2	NUM
ajceb-4172	576	5	3	3	NUM
ajceb-4172	576	6	4	4	NUM
ajceb-4172	576	7	5	5	NUM
ajceb-4172	576	8	6	6	NUM
ajceb-4172	576	9	7	7	NUM
ajceb-4172	576	10	8	8	NUM
ajceb-4172	576	11	9	9	NUM
ajceb-4172	576	12	n	n	DET
ajceb-4172	576	13	26	26	NUM
ajceb-4172	576	14	.	.	PUNCT
ajceb-4172	577	1	applying	apply	VERB
ajceb-4172	577	2	knowledge	knowledge	NOUN
ajceb-4172	577	3	and	and	CCONJ
ajceb-4172	577	4	experience	experience	NOUN
ajceb-4172	577	5	1	1	NUM
ajceb-4172	577	6	2	2	NUM
ajceb-4172	577	7	3	3	NUM
ajceb-4172	577	8	4	4	NUM
ajceb-4172	577	9	5	5	NUM
ajceb-4172	577	10	6	6	NUM
ajceb-4172	577	11	7	7	NUM
ajceb-4172	577	12	8	8	NUM
ajceb-4172	577	13	9	9	NUM
ajceb-4172	577	14	n	n	PRON
ajceb-4172	577	15	monitoring	monitor	VERB
ajceb-4172	577	16	customer	customer	NOUN
ajceb-4172	577	17	perceived	perceive	VERB
ajceb-4172	577	18	service	service	NOUN
ajceb-4172	577	19	quality	quality	NOUN
ajceb-4172	577	20	and	and	CCONJ
ajceb-4172	577	21	satisfaction	satisfaction	NOUN
ajceb-4172	577	22	during	during	ADP
ajceb-4172	577	23	the	the	DET
ajceb-4172	577	24	construction	construction	NOUN
ajceb-4172	577	25	process	process	NOUN
ajceb-4172	577	26	abstract	abstract	ADJ
ajceb-4172	577	27	introduction	introduction	NOUN
ajceb-4172	577	28	the	the	DET
ajceb-4172	577	29	conceptual	conceptual	ADJ
ajceb-4172	577	30	framework	framework	NOUN
ajceb-4172	577	31	for	for	ADP
ajceb-4172	577	32	service	service	NOUN
ajceb-4172	577	33	quality	quality	NOUN
ajceb-4172	577	34	refinement	refinement	NOUN
ajceb-4172	577	35	of	of	ADP
ajceb-4172	577	36	service	service	NOUN
ajceb-4172	577	37	quality	quality	NOUN
ajceb-4172	577	38	measurement	measurement	NOUN
ajceb-4172	577	39	in	in	ADP
ajceb-4172	577	40	housing	housing	NOUN
ajceb-4172	577	41	construction	construction	NOUN
ajceb-4172	577	42	customer	customer	NOUN
ajceb-4172	577	43	satisfaction	satisfaction	NOUN
ajceb-4172	577	44	and	and	CCONJ
ajceb-4172	577	45	linkages	linkage	NOUN
ajceb-4172	577	46	to	to	ADP
ajceb-4172	577	47	service	service	NOUN
ajceb-4172	577	48	quality	quality	NOUN
ajceb-4172	577	49	customer	customer	NOUN
ajceb-4172	577	50	expectations	expectation	NOUN
ajceb-4172	577	51	in	in	ADP
ajceb-4172	577	52	housing	housing	NOUN
ajceb-4172	577	53	construction	construction	NOUN
ajceb-4172	577	54	research	research	NOUN
ajceb-4172	577	55	method	method	NOUN
ajceb-4172	577	56	results	result	VERB
ajceb-4172	577	57	floor	floor	NOUN
ajceb-4172	577	58	stage	stage	NOUN
ajceb-4172	577	59	superstructure	superstructure	NOUN
ajceb-4172	577	60	stage	stage	NOUN
ajceb-4172	577	61	linings	lining	NOUN
ajceb-4172	577	62	stage	stage	VERB
ajceb-4172	577	63	practical	practical	ADJ
ajceb-4172	577	64	completion	completion	NOUN
ajceb-4172	577	65	stage	stage	NOUN
ajceb-4172	577	66	buildserv	buildserv	ADV
ajceb-4172	577	67	and	and	CCONJ
ajceb-4172	577	68	customer	customer	NOUN
ajceb-4172	577	69	satisfaction	satisfaction	NOUN
ajceb-4172	577	70	survey	survey	NOUN
ajceb-4172	577	71	scoring	score	VERB
ajceb-4172	577	72	instrument	instrument	NOUN